IT Remote Support Engineer (Infra & Application)

• Work location: TPY (nearest MRT: Caldecott
• Industry: Healthcare/Medical Devices.

Responsibilities:

• Provides first-line remote technical support to customers by resolving a wide range of issues within a modality, leveraging technical expertise and troubleshooting skills to deliver effective solutions with a focus on customer satisfaction.
• Receives, registers, and prioritizes customer service requests across various communication channels, ensuring all critical information is documented in the service management system for efficient problem resolution and follow-up.
• Documents all service activities thoroughly, including diagnostic procedures, troubleshooting steps, resolutions, and case statuses, maintaining comprehensive records that support effective case management and future reference.
• Identifies and escalates more complex issues that require additional expertise, providing a detailed account of the troubleshooting performed and collaborating with senior engineers or management to facilitate resolution.
• Ensures all technical support activities are performed in strict accordance with regulatory guidelines, clearly communicating proposed solutions and actions to customers to ensure transparency and compliance.
• Participates in advanced training programs and continuous learning opportunities to deepen technical knowledge and enhance the ability to troubleshoot and resolve more complex issues within the assigned modality.
• Works collaboratively with cross-functional teams, sharing technical insights and best practices to improve service delivery processes, contribute to team success, and enhance overall customer satisfaction.
• Operates under direct supervision in managing and resolving customer issues, applying technical knowledge and judgment to make informed decisions while seeking guidance for non-routine challenges.
• Develops stable working relationships internally, actively exchanging standard information with colleagues, immediate supervisors, project leaders, and other professionals within the team or group to foster collaboration and support collective goals.
• Any adhoc dutied as assigned by team lead.

Requirements:

• Diploma, Bachelor's Degree in Engineering, Medical, Science related field, with 2 years of relevant experience.
• Excellent communication and interpersonal skills.
• Positive attitude and enthusiasm to learn and ability to work in a team.

Preferred Skills:

• Regulatory Compliance
• Data Analysis & Interpretation
• Root Cause Analysis (RCA)
• Troubleshooting
• Service Operations
• Technical Documentation
• Customer Service
• KPI Monitoring and Reporting
• Product Installation
• Product Repair & Maintenance