Job description
Tridimas Sdn Bhd is seeking a Field Support Engineer (L1) to join our ICT services team in Sabah, Malaysia. This role delivers onsite and remote technical support to end users, focusing on incident resolution, service request fulfillment, and device lifecycle management within SLA-driven processes.
As a Field Support Engineer, you will diagnose and resolve hardware, software, and network issues, perform installations and upgrades, and ensure accurate documentation in our ticketing system. You will work closely with customers and internal teams to restore services quickly while maintaining high levels of customer satisfaction.
In this role, you will manage device lifecycles from deployment to decommission, monitor SLA performance, and escalate complex problems to L2/L3 support as needed. The position offers exposure to a range of devices and operating systems, opportunities for hands-on learning, and the chance to contribute to knowledge base improvements. The successful candidate will be customer-focused, technically curious, and able to travel within Sabah to client sites as required.
We offer a supportive work environment, ongoing training on the latest technologies, and opportunities for career advancement within Tridimas Sdn Bhd.
Responsibility
- Provide first-level on-site and remote technical support for hardware, software, and network issues, ensuring timely incident resolution.
- Diagnose problems, perform thorough troubleshooting, and implement fixes or workarounds to restore services fast.
- Fulfill service requests (installations, configurations, software updates) and maintain accurate ticket documentation in the system.
- Manage device lifecycle activities including deployment, imaging, asset tagging, maintenance, upgrades, and decommissioning.
- Monitor SLA performance, prioritize work, and ensure service levels are met or exceeded.
- Escalate complex issues to L2/L3 teams or vendors when needed and coordinate with stakeholders for timely resolutions.
- Assist with basic network and connectivity support, including Windows/Linux environments, VPN access, and remote user support at client sites.
Qualification
- Diploma or degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- 1-3 years of hands-on experience in field service, IT support, or a similar role, preferably in a client-facing environment.
- Strong customer service and communication skills with the ability to explain technical concepts to non-technical users.
- Good working knowledge of Windows and Linux operating systems and common software applications.
- Basic networking knowledge (LAN/WAN, TCP/IP, VPN) and willingness to learn more advanced concepts.
- Problem-solving mindset with patience, adaptability, and the ability to work under pressure in field settings.
- Willingness to travel within Sabah and participate in on-call or shift-based schedules as required by client demands.