Junior Technical Support Engineer

  • Bitforge Sdn Bhd
  • Bitforge Sdn Bhd ., S12-C-02, Wisma YNH, Kiara 163, No.8 Jalan Kiara, Mont Kiara 50480 Kuala Lumpur
  • 15 Jul, 2019
Full time Engineering

Job Description

  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until the issue is resolved
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software development)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide suitable solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
  • Maintain professional relationships with clients

Job Requirements

  • Proven work experience as a Technical support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • Hands-on experience with MS Outlook, Windows / Unux/Mac OS environments
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications and help desk software (e.g. SmarterTrack)
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • BS degree in Information Technology, Computer Science or relevant field
  • Diploma in Computer Science or equivalent would also be considered
  • Fresh graduates are encouraged to apply

Additional Information

internet and computer skills to include but limited to:

  • General knowledge of the Internet including surfing and how to search keywords using search engines such as Google
  • Indepth knowledge of Operating Systems will be an added advantage
  • Email configuration settings for Outlook, Thunderbird, smartphone devices and other common email clients
  • General knowledge of HTML Editors, MS Office Applications: Word, Excel, Outlook, Web forums, blogs or bulletin boards
  • Familiarity with cPanel, LPCP, Plesk or other web hosting tools, (FTP/SFTP), DNS troubleshooting, website migration and/or scripts HTTP, FTP, SSH, SSL, MySQL, POP3, IMAP, SMTP

Skill Level

Fresh/Entry Level

Salary Range

RM2000 - RM4000