Job Description
Join Tridimas Sdn Bhd as a Field Support Engineer (L1) and play a critical role in delivering exceptional on-site and remote technical support. Based in Bintulu, Sarawak, you will be the first line of defense for our clients, ensuring minimal downtime and maximum productivity through swift incident resolution, service request fulfillment, and proactive device lifecycle management.
In this contract role, you will work within a structured SLA-driven environment, handling a variety of IT assets—from desktop and laptop systems to peripherals and network devices. Your ability to diagnose, troubleshoot, and resolve issues efficiently will directly impact customer satisfaction and operational continuity. You will also document findings, escalate complex problems to higher tiers, and contribute to knowledge base articles for continuous improvement.
Tridimas Sdn Bhd is a trusted provider of IT services across Malaysia. We value initiative, reliability, and a customer-first mindset. If you thrive in a fast-paced environment and are eager to grow your IT career while making a tangible difference, we want to hear from you.
Responsibilities
- Provide first-line on-site and remote technical support for hardware, software, and network issues.
- Respond to and resolve incidents within defined SLA timelines, ensuring minimal business disruption.
- Fulfill service requests including equipment setup, user account management, and software installations.
- Manage the full lifecycle of IT devices (procurement, deployment, maintenance, and disposal).
- Perform regular system checks, preventive maintenance, and firmware updates.
- Document all support activities accurately in the IT service management system.
- Escalate unresolved issues to Level 2/3 support teams with clear, detailed notes.
- Maintain inventory of spare parts and consumables; coordinate replacements as needed.
Qualifications
- Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
- 1–2 years of experience in IT support, preferably in a field service or helpdesk environment.
- Hands-on knowledge of Windows and macOS operating systems, common office applications, and antivirus tools.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP) and LAN/WAN troubleshooting.
- Strong problem-solving skills and ability to work under pressure with minimal supervision.
- Excellent verbal and written communication skills in English and Bahasa Malaysia.
- Willingness to travel within Bintulu and surrounding areas for on-site support as required.
- Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.