Technical Support Engineer (WFH)

• Provide prompt, courteous, and effective technical support to customers, including rotational and night shifts (e.g., 9 AM – 9 PM)
• Guide customers through diagnostic procedures and issue resolution
• Independently troubleshoot and resolve Level 1 technical issues within defined SLAs
• Escalate unresolved or critical issues to Level 2/3 support teams, ensuring timely handover and resolution
• Perform follow-ups to confirm issue resolution and maintain customer satisfaction
• Accurately document all customer interactions, including issues, troubleshooting steps, and solutions provided
• Contribute to internal knowledge base articles and support documentation to enhance customer self-service and team efficiency
• Possess working knowledge of AWS and Azure cloud platforms and associated services
• Perform basic system administration tasks on Linux-based systems, including OS patching and routine maintenance
• Implement and manage monitoring tools to track the health and performance of cloud resources
• Respond proactively to alerts and take corrective action to prevent or resolve issues
• Work closely with engineering and onsite technical teams to resolve complex issues
• Participate in knowledge sharing and feedback loops to improve processes and support delivery

• Diploma or Bachelor’s degree in IT, Computer Science, or a related field
• Prior experience in a technical support or helpdesk environment is preferred
• Strong problem-solving skills with excellent communication and customer service abilities
• Familiarity with cloud environments (AWS, Azure) and Linux OS is a strong advantage
• Willingness to work on a rotational shift schedule, including night shifts

• Insurance Coverage:

• Outpatient Medical
• Inpatient/Hospitalization
• Personal Accident (PA) Insurance
• Statutory Benefits: Provided in full compliance with the Malaysian Employment Act

CityRecruit