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Solution Support Engineer

FUJIFILM Business Innovation Selangor, Malaysia

IT Services and IT Consulting · 201-500 employees

8 h ago
support-engineer Mid (2-5 yrs) Full-time Malaysia
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About the role

Provide remote technical support to customers by diagnosing, troubleshooting, and resolving complex system and application issues. Document technical knowledge and ensure customer systems remain functional through proactive case management.

What they look for

Technical support Troubleshooting Client-server environment Active Directory LDAP Domain Controller IIS Windows Server SMTP DNS SNMP MySQL MS SQL Network commands Log analysis Customer service

Requirements

Requires at least 3 years of experience in technical support and a diploma or degree in Computer Science or IT. Candidates must be proficient in troubleshooting client-server environments, Windows Server, and network protocols.

Full description

Job Responsibilities

  • Provide remote technical support to customers via telephone, e-mail, remote desktop sharing tool and other appropriate means for products & services.
  • Taking ownership of customer issues reported and seeing problems through to resolution
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • In line with service level targets, accountable for cases that logged by customers and manage them to resolution effectively and proactively
  • Provide prompt and accurate feedback to customers
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their systems are fully functional after troubleshooting
  • Document technical knowledge in the form of notes and manuals
  • Deliver the best customer experience by adhering to the Company policies and procedures.
  • Educate and guide customers on application problems, how to use and how to configure them.

Qualifications & Requirements

  • At least 3 years’ experience in relevant industry.
  • Diploma/Degree in Computer Science/IT
  • Additional certification in Microsoft, Cisco or Linux or similar is added advantage
  • Minimum of 3 years of work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk
  • Able to troubleshoot client-server environment using event viewer and other log reading tools
  • Understand the network related commands, eg: netstat, nslookup, telnet
  • Understand Active Directory, LDAP, Domain Controller and able to troubleshoot related issues
  • Understand IIS (web services) and able to troubleshoot the related issues.
  • Familiar and hands on with role instalment in windows server 2012/2016
  • Understand SMTP, DNS, SNMP functions in server environment
  • Experience in managing MySQL or MS SQL Databases will be added advantage
  • Experience with Papercut, Equitrac, YSoft, eCopy, etc. will be an added advantage.

About Us

FUJIFILM Business Innovation Malaysia Sdn. Bhd., a MSC status Company which is wholly owned by FUJIFILM Business Innovation Asia Pacific Pte Ltd (Singapore). Its main activity involves in providing shared services of Technical Support, Customer Support, On-line Support and Finance Services Operation to all affiliated Company under the umbrella of FUJIFILM Business Innovation across Asia Pacific.

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