Senior Field Service Engineer (Lead)

Role Summary : We are seeking a highly skilled and experienced Senior Field Service Engineer to lead a team of engineers in providing advanced on‑site technical support for hardware, software, printers, and networks. The ideal candidate will act as the final escalation point for complex issues, oversee project rollouts, mentor junior engineers, and ensure consistent compliance with Service Level Agreements (SLAs). This role requires strong leadership, technical expertise, and a customer‑focused approach to deliver high‑quality service and satisfaction.

Responsibilities

• Lead the team in resolving technical issues related to desktop hardware, applications, email, printers, and networks.
• Act as the final escalation point for complex problems, ensuring timely and effective resolution.
• Oversee the installation, configuration, and support of MS Windows OS, applications, and hardware setups.
• Ensure adherence to best practices and company standards.
• Manage and resolve escalated technical issues with advanced troubleshooting and problem‑solving expertise.
• Supervise hardware / software updates, relocations, and changes to ensure smooth implementation with minimal disruptions.
• Lead proactive maintenance efforts to optimize system performance and prevent future issues.
• Handle escalated issues, collaborating with senior management and external vendors as needed.
• Provide day‑to‑day leadership to the field service team, mentoring junior engineers and fostering a collaborative work environment.
• Lead project rollouts and system installations, ensuring timely delivery and customer satisfaction.
• Ensure team performance consistently meets or exceeds SLA targets.
• Monitor compliance and implement strategies to improve response and resolution times.
• Promote continuous learning and encourage team members to pursue certifications and enhance technical skills.
• Perform other tasks as assigned by management to support team objectives and business needs.

Key Requirements

ITOCHU Corporation is one of the largest conglomerates in Japan and is the majority shareholder of CTC. Both ITOCHU Corporation and CTC are listed on the Tokyo Stock Exchange with sales revenues of US$53 billion and US$3 billion respectively. In Malaysia, the CTCG team has been serving enterprise customers from major commercial and government sectors for over 50 years, starting from CSA to CSC and now CTC, as part of the ITOCHU Group. Powered by a team of 600 qualified and experienced IT professionals, CTCG supports its customers through a country‑wide network of 23 service centres and delivers extensive systems integration solutions to enable businesses to operate more efficiently.

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