Complete technical tasks, assignments, and provide solutions via ticketing system within SLA.
Track ticket status and ensure SLA compliance.
Prepare daily, detailed technical support reports.
Carry out regular review of product performance, repair, and returns data.
Update daily and weekly status reports in a timely manner.
Perform technical diagnosis and fault finding.
Contribute to root cause analysis, rectification process, and solutions.
Conduct site visits and gather information to assist the technical team.
Develop training material and deliver courses to Authorized Service Centre, Call Centre agents, and Enterprise Customer technical staff.
Maintain close liaison with Authorized Service Partners to ensure consistent understanding of technical issues and communicate commercial impact to key stakeholders.
Execute ad‑hoc strategic initiatives as required by management.
Qualifications
Diploma in Engineering (Computer / Telecommunication), Computer Science / Information Technology, Mathematics, Science & Technology, or equivalent.
At least two (2) years of relevant experience.
Strong problem‑solving skills, initiative, and ability to lead change in a fast‑paced environment.
Fast learner who is pleasant, patient, and self‑disciplined.
Good command of spoken and written English.
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