Technical Support Lead — Remote Diagnostics & Reporting

Safeguards Group

Selangor

On-site

MYR 56,000 - 89,000

Full time

9 days ago

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Job summary

Safeguards Group in Malaysia is seeking a Technical Support Executive to manage all reported Bad Actor devices through EJ analysis, prepare best-practice reports, propose technical resolutions, provide remote support and coordinate with device vendors on complex issues.

You will collaborate with internal teams (Technical Support, Repair Centre, Spare-part Store, Field Operations) and external clients and vendors.

Qualifications

Bachelor degree in electronics, mechatronics, computer, IT, or related field.
2–5 years of experience in technical IT, mechatronics, or self-service banking terminals maintenance.
Willing to work shifts (8am–8pm), weekends and public holidays.
Good customer handling skills and experience dealing with difficult customers.

Responsibilities

Analyze EJ of Bad Actor device and propose best solution; assign Senior Engineers for remediation.
Identify root cause and create resolution plan in EJ analysis report.
Investigate suspected parts quality issues with repair centre/vendor; provide findings.
Manage customer dispute cases; copy EJ files, review EJ, prepare reports for customers.
Copy EJ files at banks or obtain EJ files as required.
Provide remote support to field engineers.
Assist on projects requested by management.