Job Description

Job tasks

Provide advanced technical support for print and document solutions including hardware, software, firmware, and networked peripherals. Troubleshoot and resolve escalated incidents and multi-user issues, engaging with internal teams and third-party vendors as necessary. Implement and support change requests with appropriate technical detail, ensuring compliance and successful deployment. Conduct preventative maintenance and early warning health checks using monitoring tools such as xMatters. Drive root cause analysis and problem management for recurring incidents. Support application-level upgrades for SafeCom, Kofax, and other print-related server applications. Log and manage cases in client interface and external vendor systems (e.g., Upland, Kofax, IBML), ensuring end-to-end resolution. Collaborate with client senior management to implement new projects and ensure consistent BAU performance (e.g., Branch Scanning rollout). Lead resolution activities for major incidents, providing direction to teams and documenting solutions for reuse. Prepare technical documentation, How-To guides, and knowledge base articles to support internal teams and end users. Participate in client site visits, industry conferences, or vendor meetings, representing client in a technical leadership capacity. Partner with Sales Pursuit and Service Management teams to contribute technical insight during solution design and delivery. Manage aged and non-reporting devices, working towards full asset compliance and service readiness. Ensure full certification and testing of fleet equipment, firmware, and SafeCom software.

Education & Experience

Vocational training, technical certifications, or an Associate Degree required. BA/BS degree preferred. Minimum of 5 years' experience in a technical support or service desk role, ideally within the print or technology service industry. Experience working in enterprise environments with a focus on managed print services is highly desirable.

Skills & Competencies

Strong experience in troubleshooting hardware, software, and networked print environments. Deep technical understanding of secure printing, scanning solutions, and SQL database integration. Advanced experience in firmware updates, print server management, and enterprise print solutions (e.g., SafeCom, Kofax, HP devices). Excellent communication skills--verbal and written. Familiarity with ITIL best practices. Proven ability to manage escalations and lead problem resolution. Exceptional analytical and problem-solving skills. Strong stakeholder engagement, with the ability to liaise with senior management. Demonstrated ability to contribute to and lead technical project initiatives. Capable of mentoring junior staff and contributing to upskilling within the team. Skilled in case documentation, resolution tracking, and knowledge base content creation.
Job Types: Full-time, Permanent

Pay: RM9,000.00 - RM13,000.00 per month

Benefits:

Dental insurance Health insurance Maternity leave Opportunities for promotion Professional development Work from home
Application Question(s):

What is your notice period? What is your expected salary? What is your current salary?
Experience:

technical support: 5 years (Required)
Language:

Cantonese and Mandarin (Required)
Work Location: Remote