Customer Engineer

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.