Assistant / Technical Support Engineer

This is a 1-year contract position. Assistant Technical Support Engineer up to $3,000. Technical Support Engineer up to $3,600. Key Responsibilities: Corrective Maintenance • Provide comprehensive technical support in carrying out corrective maintenance work independently as per Service Level Agreement (SLA). • Attend to customer service requests and queries promptly and professionally. • Ensure timely follow-up with escalated cases to maintain customer satisfaction. • Log, track, and update all issues in the support ticketing system with detailed and accurate records. • Respond to customer queries, guiding them through detailed troubleshooting steps. • Address all follow-up actions outlined in field service reports and ensure timely and accurate submission. • Immediately escalate cases that are categorized as Severity One to the manager for prompt resolution. Preventive Maintenance • Conduct maintenance activities independently as per established preventive maintenance (PM) checklists and ensure timely completion of all scheduled maintenance tasks. • Log all maintenance activities performed, including issues identified and corrective actions taken. • Identify and review potential equipment issues found during the PM and escalate those requiring further attention to the Assistant Manager/Manager. • Monitor all front-end and back-end equipment performance and take preventive actions to avoid potential failures. • Promptly inform the Assistant Manager/Manager if scheduled preventive maintenance cannot be completed as planned to allow arrangements for replacement and/or rescheduling. Field Services & Customer Support • Independently manage comprehensive installation, testing, and commissioning of equipment on-site • Conduct product demonstration to customers. • Liaise with principals and suppliers regarding spare parts, technical issues and obtain quotation for management approval. • Act as main point of contact for all levels of customer enquiries. • Use the eFSR application to submit FSR accurately and consistently, ensuring compliance with internal reporting standards. • Prepare and maintain up-to-date detailed field service reports and all other related documentation/report requested by customer. • Responsible for the timely submission of Field Service Reports to facilitate efficient maintenance documentation and ensure on-time billing. • Support scheduled on-call rotation as assigned. • Perform standby duties as required by job specifications. • Ensure all work activities comply with the company’s governance and safe work procedures. • Any other ad-hoc duties as assigned by Reporting Manager. Competence (Knowledge, Skills and Abilities): • Skills in troubleshooting technical issues related to company products. • Skills in relating to and servicing the end-users with a win-win mind set. Requirements: • Mandatory completion of e-Field Service Report (eFSR) mobile application training to ensure proper usage for eFSR submissions. • Ability to handle multiple complex responsibilities in a fast paced and performance driven environment. • Able to communicate effectively with customers on enquiries at all levels. • Strong technical knowledge with and certification on in-house products. • Able to deal with routine tasks and perform tasks with complexity. • Take decisions for own tasks in defined degree of freedom. • Able to solve problems complex cases and within guidelines. • Works independently within guidelines, defined procedures and direction. Personal Attributes: • Results-Driven & Analytical: Achieves deliverables, resolves issues and provides effective solutions. • Self-Motivated & Meticulous: Works independently with accuracy in execution and technical configuration. • Communication & Time Management: Clear communicator, stakeholder engagement and ensures timely delivery of all deliverables. Education & Experience: •  Minimum Diploma in Computer or Electronics Engineering and its equivalent (candidates without the required academic qualifications can be considered based on their professional experience) • Minimum 3 years of related experience in a similar environment, candidates with more extensive experience may be considered for a senior role.