Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com.
We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organization’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.
Job Summary:
We are seeking a Seat Engineer to provide first-level technical support for IT hardware issues and ensure efficient handling of customer service requests. The role involves responding to customer queries, troubleshooting hardware problems, managing support tickets, and coordinating with internal teams and field engineers to resolve issues.
Strong communication, problem-solving, and coordination skills are essential to ensure smooth service delivery and a high level of customer satisfaction.
Key Responsibilities:
1️⃣ Customer Support
- Respond to customer technical queries related to IT hardware.
- Provide initial troubleshooting and diagnosis for reported issues.
- Ensure prompt and professional communication with customers.
2️⃣ Ticket Management
- Log and maintain support tickets in the ticketing system.
- Accurately document issue details, troubleshooting steps, and resolutions.
- Dispatch service work orders to field engineers when required.
3️⃣ Escalation Handling
- Identify complex or critical issues and escalate to higher-level support teams.
- Coordinate with headquarters (HQ) technical teams for advanced troubleshooting.
4️⃣ Coordination & Follow-up
- Work closely with field engineers and technical teams.
- Track service requests and monitor progress until final resolution.
- Ensure updates are communicated to customers and internal teams.
5️⃣ Knowledge & Process Improvement
Contribute feedback to improve support processes and documentation.
Identify and report gaps in:
Knowledge base documentation
Technical documentation
Operational policies and procedures
Experience Required
Minimum 2 years in IT hardware support
Good communication skills
Technical Knowledge
Experience supporting server and storage systems from vendors such as:
• HPE servers
• Dell servers
• Lenovo servers
• Storage systems
Education
Bachelor’s Degree in:
- Computer Science
- Networking
- Electronics
- Communication Engineering
- Or any related technical field
Language Known
🇩🇪 German Support Engineers
• German – Native level
• English – Fluent
• Chinese communication is a plus
⸻
🇯🇵 Japanese Support Engineers
• Japanese – Fluent
• Must know Japanese honorific communication
• English – reading/writing
• Chinese is a plus
⸻
🇰🇷 Korean Support Engineers
• Korean – Fluent
• Must know formal Korean communication
• English – reading/writing
• Chinese is a plus
What next?
If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers@axiomtechnologies.com and careers.my@axiomtechnologies.com