The Role
Provide remote technical support for customer products and services, diagnose and resolve system issues, manage cases within service-level targets, escalate unresolved problems, and document solutions. The role involves troubleshooting client-server environments, networks, Active Directory, LDAP, domain controllers, IIS, Windows Server, and related services. It also requires educating customers, following up after resolution, prioritizing multiple issues, and maintaining a high-quality customer experience.
Summary Generated by Built In
Job Responsibilities
- Provide remote technical support to customers via telephone, e-mail, remote desktop sharing tool and other appropriate means for products & services.
- Taking ownership of customer issues reported and seeing problems through to resolution
- Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- In line with service level targets, accountable for cases that logged by customers and manage them to resolution effectively and proactively
- Provide prompt and accurate feedback to customers
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their systems are fully functional after troubleshooting
- Document technical knowledge in the form of notes and manuals
- Deliver the best customer experience by adhering to the Company policies and procedures.
- Educate and guide customers on application problems, how to use and how to configure them.
Qualifications & Requirements
- At least 3 years’ experience in relevant industry.
- Diploma/Degree in Computer Science/IT
- Additional certification in Microsoft, Cisco or Linux or similar is added advantage
- Minimum of 3 years of work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk
- Able to troubleshoot client-server environment using event viewer and other log reading tools
- Understand the network related commands, eg: netstat, nslookup, telnet
- Understand Active Directory, LDAP, Domain Controller and able to troubleshoot related issues
- Understand IIS (web services) and able to troubleshoot the related issues.
- Familiar and hands on with role instalment in windows server 2012/2016
- Understand SMTP, DNS, SNMP functions in server environment
- Experience in managing MySQL or MS SQL Databases will be added advantage
- Experience with Papercut, Equitrac, YSoft, eCopy, etc. will be an added advantage.
About Us
FUJIFILM Business Innovation Malaysia Sdn. Bhd., a MSC status Company which is wholly owned by FUJIFILM Business Innovation Asia Pacific Pte Ltd (Singapore). Its main activity involves in providing shared services of Technical Support, Customer Support, On-line Support and Finance Services Operation to all affiliated Company under the umbrella of FUJIFILM Business Innovation across Asia Pacific.
Skills Required
- At least 3 years of relevant industry experience
- Diploma or degree in Computer Science or Information Technology
- At least 3 years of experience as a Technical Support Engineer, Desktop Support Engineer, or IT Help Desk professional
- Ability to troubleshoot client-server environments using Event Viewer and log-reading tools
- Knowledge of network commands including netstat, nslookup, and telnet
- Knowledge of Active Directory, LDAP, and Domain Controller troubleshooting
- Knowledge of IIS web services and related troubleshooting
- Hands-on experience installing roles on Windows Server 2012 or 2016
- Understanding of SMTP, DNS, and SNMP in server environments
- Microsoft, Cisco, Linux, or similar certification
- Experience managing MySQL or Microsoft SQL databases
- Experience with Papercut, Equitrac, YSoft, or eCopy
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The Company
What We Do
Fujifilm has been evolving and transforming for more than 80 years. Building from our legacy of innovation in photographic film, today's Fujifilm is a technology company impacting the fields of healthcare, materials, business innovation and imaging. We will continue creating value from innovation, leveraging our advanced and unique technologies to solve social changes. We will never stop building our experience and expertise to transform ourselves and the world. To ensure a positive and respectful environment for all, we have established the community guidelines for participation: https://www.fujifilm.com/de/en/socialmedia/policy
