Job Description

:

• Perform installation of new hardware.
• Providing technical support to customers who are experiencing problems with their outdoor payment terminals.
• Troubleshooting and resolving technical issues, such as connectivity problems, and hardware malfunctions.
• Testing and verifying the functionality of the terminals to ensure that they are operating correctly and efficiently.
• Collaborating with other members of the technical support team, as well as with product development and engineering teams, to identify and resolve technical issues.
• Maintaining accurate and up-to-date documentation of technical support activities and customer interactions.
• Providing technical training to customers and end-users, as needed.
• Perform general office, admin duties and miscellaneous job-related duties as assigned by Superior.
• Other business assignment as assigned by HOD.

Responsibilities:

• Responsible for troubleshooting and resolving technical issues related to these terminals, and for maintaining and updating the software and hardware that powers them.
• Undertake small to medium-sized IT projects as assigned.
• Providing technical support to customers who are experiencing issues with their terminals. This includes answering technical questions, diagnosing and resolving technical problems, and assisting customers with software and hardware issues.
• Collaborate with internal teams in identifying product defects, designing solutions, and testing.
• Responding to customer inquiries and support requests in a timely and professional manner, and escalating complex issues to higher-level technical support specialists as needed.
• Participate in discussions with internal team on issues, provide quality inputs, propose constructive feedback to address gaps or process improvement.
• Keeping up-to-date with new payment terminal technology, and applying this knowledge to improve the support experience for customers.
• Assisting with the development and implementation of technical support processes and procedures, and continuously improving the support experience for customers.

Requirements:

• Minimum Certificate or Diploma in Computer Science, IT or related fields.
• Minimum 3 years IT experience in customer facing vendor environment.
• Strong technical background, with experience in hardware and software support, as well as a good understanding of payment terminal technology.
• Able to work effectively and independently with minimum supervision.
• Possess a valid driving license, willing to travel outstation as some outdoor payment terminals are located in remote locations, so the ability to travel and work in these environments is important for this role.
• Willing to work flexible hours, including evenings, weekends, public holidays and on-call, as needed.
• Customer-focused approach is essential for this role, as the technical support specialist will be responsible for providing a high level of technical support to customers.
• Proven aptitude in managing multiple tasks in a fast-paced, dynamic environment while meeting critical SLAs and deadlines.
• Able to prioritize and manage multiple tasks and be able to meet tight deadlines and work effectively under pressure.
• Strong working knowledge in Operating System Software (Microsoft Windows and/or Redhat Linux).
• Working knowledge of network and system architectures such as desktops, servers, storage, databases, load balancers, security, data backup/restore, and router/switches will be an added advantage.
• Certifications in any of these areas will be an added advantage: Red Hat, MCP, CCNA, Juniper, VMware, Hyper-V.

Job Type: Full-time Salary: From RM3,000.00 per month Benefits:

• Dental insurance
• Gym membership
• Health insurance
• Maternity leave
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Overtime pay
• Performance bonus
• Yearly bonus

Ability to commute/relocate:

• Kuala Lumpur: Reliably commute or planning to relocate before starting work (Required)