Job Description
Tridimas Sdn Bhd is seeking a Field Support Engineer (L1) to deliver onsite and remote technical support for a diverse set of customers in Rasau Kerteh and surrounding areas. This role emphasizes incident resolution, service request fulfillment, and device lifecycle management within a strict SLA driven environment. As the frontline technical contact, you will diagnose issues, implement fixes, and ensure high levels of customer satisfaction while adhering to security and safety standards.
In this position you will work with customers, dispatch teams, and Level 2/3 engineers to restore operations quickly. Responsibilities include installing and configuring hardware and software, performing routine maintenance, and managing the lifecycle of devices from provisioning through decommissioning. You will document actions in the ticketing system, update knowledge articles, and communicate status updates to clients and internal stakeholders effectively.
The ideal candidate is comfortable in a dynamic field setting with basic networking knowledge and a willingness to learn across a range of devices and technologies. A strong emphasis on problem solving, clear communication, and customer service is essential. You will need to manage multiple tasks in parallel, prioritize based on SLA targets, and escalate when required. Local travel for on-site support is expected, and flexibility to cover shifts may be required.
We offer exposure to cutting-edge IT devices and software, on-the-job training, and clear opportunities to advance within a growing IT services organization. If you are proactive, reliable, and committed to delivering excellent support, we encourage you to apply.
Responsibilities
- Respond to and resolve customer incidents via on-site visits or remote support within established SLA targets.
- Install, configure, test, and maintain hardware and software across a range of devices and peripherals.
- Fulfill service requests including provisioning, de-provisioning, upgrades, and asset tracking.
- Perform preventive maintenance, software updates, patch management, and basic network connectivity checks.
- Document all actions in the ticketing system, update knowledge base, and provide accurate status updates to customers and teammates.
- Collaborate with Tier 2/3 engineers, field technicians, and customers to diagnose and resolve complex issues.
- Communicate technical information clearly to non-technical users and manage customer expectations.
- Ensure compliance with security policies, safety procedures, and company guidelines; report risks and anomalies promptly.
Qualifications
- Diploma or degree in Information Technology, Computer Science, Electronics, or related field; or equivalent practical experience.
- 1-3 years of field service, IT support, or device lifecycle management experience; L1 level.
- Proficiency with Windows operating systems and basic Linux; familiarity with common software applications.
- Basic networking knowledge (IP configuration, DNS, DHCP) and troubleshooting skills.
- Experience with hardware diagnostics, peripherals, and asset management.
- Strong customer service mindset with excellent communication and problem-solving abilities.
- Willingness to travel locally for on-site support and flexibility to cover shifts as needed.
- Experience with ticketing systems (eg, Jira, ServiceNow) and remote support tools is a plus.