Technician Support (Kuching / Kota Kinabalu)
Company: HeiTech Padu Berhad
Position: Technician Support / Customer Engineer
Locations: Kuching International Airport / Kota Kinabalu International Airport
Key Responsibilities
Operations and Technical Support
Maintain a 24/7 onsite presence to ensure immediate response and recovery from hardware or system failures, minimizing operational downtime.
Perform installation, configuration, maintenance, and support of hardware and software systems at customer locations.
Ensure all maintenance activities are carried out in accordance with the agreed Service Level Agreement (SLA).
Respond promptly to technical incidents and service requests by conducting effective troubleshooting and resolution activities.
Execute scheduled preventive maintenance and inspections to ensure all critical systems and equipment remain fully operational.
Replace defective hardware components and spare parts and verify that all repaired or replaced equipment functions according to operational standards.
Prepare and submit daily technical reports while updating work ticket statuses upon completion of assigned tasks.
Provide immediate technical assistance and clarification to Immigration officers regarding passenger-related issues, eGate operations, and system anomalies.
Escalate unresolved or complex technical issues by preparing comprehensive technical reports for Level 2 and Level 3 engineering teams.
Minimum Qualifications
Bachelor's Degree in Engineering, Information Technology, Electronics, Electrical Engineering, or a related discipline.
Minimum of 1–3 years of experience in technical support, maintenance, field service, or related technical environments. Fresh graduates with relevant knowledge may also be considered.
Basic understanding of computer hardware, networking, and troubleshooting methodologies.
Experience in the maintenance and repair of technical equipment is preferred.
Knowledge of IT infrastructure, systems support, and software troubleshooting will be an added advantage.
Additional Requirements
Strong communication skills with the ability to explain technical issues clearly and professionally to customers and management during service disruptions.
Ability to work independently in a 24/7 operational environment.
Strong problem-solving and analytical skills.
Commitment to maintaining high standards of customer service and operational excellence.