Deskripsi Pekerjaan
Are you a hands-on IT professional with a passion for resolving technical challenges? Tridimas Sdn Bhd is seeking a dedicated Field Support Engineer (L1) to join our dynamic team in Miri. In this role, you will be the frontline representative for our technical services, ensuring seamless operations for our clients through a blend of onsite and remote support.
As an L1 Field Support Engineer, you will manage the end-to-end lifecycle of IT assets, respond to service requests, and drive incident resolution within strict SLA guidelines. We are looking for an individual who is not only technically proficient but also possesses excellent interpersonal skills to deliver world-class service to our end users. If you are organized, solution-oriented, and ready to advance your IT career in a fast-paced environment, we want to hear from you.
Tanggung Jawab
- Provide first-level technical support for hardware, software, and network connectivity issues onsite and remotely.
- Manage incident resolution from start to finish, ensuring all tickets are updated accurately within the ITSM tool.
- Execute device lifecycle management, including imaging, deployment, maintenance, and decommissioning of IT equipment.
- Fulfill routine service requests such as password resets, software installations, and peripheral configurations.
- Escalate complex technical issues to L2/L3 support teams according to standard operating procedures.
- Maintain strict adherence to established Service Level Agreements (SLAs) for response and resolution times.
- Perform regular preventative maintenance checks to ensure system uptime and hardware reliability.
- Document technical solutions and contribute to the internal knowledge base for common troubleshooting steps.
Kualifikasi
- Diploma or Degree in Information Technology, Computer Science, or a related field.
- Minimum 1-2 years of experience in a Helpdesk, Desktop Support, or Field Support role.
- Strong working knowledge of Windows OS, Microsoft Office 365, and basic network troubleshooting (TCP/IP, DNS, DHCP).
- Hands-on experience with hardware troubleshooting, including laptops, desktops, printers, and peripherals.
- Familiarity with remote support tools and ticketing systems (e.g., Jira, ServiceNow, or Zendesk).
- Proven ability to work independently with minimal supervision while managing time effectively.
- Strong problem-solving skills with a customer-centric approach to technical issues.
- Willingness to travel locally within the Miri region as required for onsite support.