The Role
Provide first-level software support: troubleshoot incidents, log and update tickets, perform installations/configurations, escalate issues, assist with maintenance/patches, maintain documentation, support onboarding, and collaborate with internal teams to meet SLA and customer satisfaction goals.
Summary Generated by Built In
Responsibilities & Tasks:
- Provide first level support for software solution related incidents, service requests, and technical issues.
- Troubleshoot and resolve customer/user issues within agreed SLA timelines.
- Log, track, and update support tickets in the ticketing system.
- Escalate unresolved or critical issues to the appropriate support teams.
- Perform software installation, configuration, and basic system testing.
- Monitor support queues and ensure timely follow-up with customers/users.
- Communicate clearly with customers/users on issue status and resolution updates.
- Maintain accurate documentation of incidents, solutions, and troubleshooting steps.
- Support system maintenance activities, upgrades, and patch implementation when required.
- Collaborate with internal teams to ensure smooth service operations and issue resolution.
- Follow standard operating procedures (SOP), security policies, and service processes.
- Contribute to process improvement and service standardization initiatives.
- Prepare support reports and assist in tracking service performance metrics.
- Support onboarding and user guidance for supported software applications.
- Ensure high customer satisfaction through professional and effective support service.
- Escalate cases and follow up with vendors.
Requirements:
1-2 years relevant experiences. Fresh graduates are welcomed to apply!
Diploma or Degree in Information Technology or Computer Science
- Technical Skills
• Ability to perform simple, scripted IT troubleshooting.
• Ability to follow step‑by‑step runbooks or knowledge articles
• Accurate ticket logging using predefined categories
• Ability to identify issues that require escalation to higher support levels - Communication & Customer Service Skills
• Clear and polite verbal communication
• Basic written communication for ticket updates
• Active listening to understand user issues - Work Skills
• Ability to follow instructions and processes consistently
• Willingness to ask for help when unsure
• Basic time management under supervision
• Openness to coaching and feedback
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.
About the TeamAt Fujifilm we create innovative products and deliver effective solutions in a wide variety of fields to server society, contribution to the quality of life, and enhance environmental sustainability.Skills Required
- 1-2 years relevant experience (fresh graduates welcomed)
- Diploma or Degree in Information Technology or Computer Science
- Ability to perform simple, scripted IT troubleshooting
- Ability to follow step-by-step runbooks or knowledge articles
- Accurate ticket logging using predefined categories
- Ability to identify issues that require escalation to higher support levels
- Clear and polite verbal communication
- Basic written communication for ticket updates
- Active listening to understand user issues
- Ability to perform software installation, configuration, and basic system testing
- Ability to follow instructions and processes consistently
- Willingness to ask for help when unsure and openness to coaching and feedback
- Basic time management under supervision
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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
