L1 Technical Support Engineer

Insurance Coverage: Outpatient Medical, Inpatient/Hospitalization, Personal Accident (PA) Insurance

Statutory Benefits: Provided in full compliance with the Malaysian Employment Act

Provide prompt, courteous, and effective technical support to customers, including rotational and night shifts (e.g., 9 AM – 9 PM).

Able to work in shift ( 4 days work 3 days off based on schedule).

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.