Deskripsi Pekerjaan
Are you a tech-savvy professional looking to kickstart your career in IT support? Tridimas Sdn Bhd is seeking a motivated Field Support Engineer (L1) to join our dynamic team in Melaka. In this role, you will be the first point of contact for technical issues, serving as the backbone of our operational efficiency.
As a Field Support Engineer, you will balance both onsite physical hardware support and remote troubleshooting to ensure seamless business continuity. You will manage device lifecycles, resolve complex incident tickets, and ensure that all service requests are fulfilled within strict SLA timeframes. This is an excellent opportunity for a proactive individual who thrives in a fast-paced environment and is passionate about providing world-class technical assistance to end-users.
Tanggung Jawab
- Provide first-level technical support for hardware, software, and network connectivity issues.
- Manage the full lifecycle of IT assets, including deployment, configuration, maintenance, and decommissioning.
- Respond to and resolve incident tickets within established Service Level Agreements (SLAs).
- Perform onsite visits to troubleshoot and repair peripheral devices, workstations, and office equipment.
- Execute remote troubleshooting sessions using helpdesk software to assist users efficiently.
- Maintain accurate documentation and logs of all support requests and resolution steps in the IT Service Management (ITSM) system.
- Collaborate with internal teams to escalate complex technical issues that require L2/L3 intervention.
Kualifikasi
- Diploma or Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum 1-2 years of experience in a technical support, helpdesk, or field service role.
- Strong knowledge of Windows OS, Microsoft Office 365, and basic network troubleshooting (TCP/IP, DNS, DHCP).
- Excellent communication skills with the ability to explain technical concepts to non-technical users.
- Demonstrated ability to meet strict SLAs and handle high-pressure environments.
- Possess a valid driver’s license and own transport for required site visits within the Melaka area.
- Ability to work independently with minimal supervision while maintaining high service standards.