Staff Technical Support Engineer

Emerson
Malaysia
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: bachelorsSkills: ["Proactive problem-solving","Customer orientation","Interpersonal communication","Teamwork","Independence/self-drive"]

Provide first-line technical support for production flow systems, infrastructure, and service requests within SLA. Monitor application and infrastructure alerts, troubleshoot issues using system/data logs, and proactively resolve or escalate as needed. Manage and document case updates in ServiceNow, collaborate with Tier 2 engineers on escalations, and help maintain operating procedures. Support ad-hoc projects and perform 24x7 rotating shifts year-round.

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Emerson
Emerson
2 months ago

Staff Technical Support Engineer

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Last checked: 2 hours agoStatus: Live

Job Summary

Provide first-line technical support for production flow systems, infrastructure, and service requests within SLA. Monitor application and infrastructure alerts, troubleshoot issues using system/data logs, and proactively resolve or escalate as needed. Manage and document case updates in ServiceNow, collaborate with Tier 2 engineers on escalations, and help maintain operating procedures. Support ad-hoc projects and perform 24x7 rotating shifts year-round.
Location: Malaysia
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Handle malfunction and technical request cases related to production flow, systems, or infrastructure within SLA.
  • •Monitor application and infrastructure alerts, resolving or escalating alerts as needed.
  • •Troubleshoot issues by reviewing system and data log files and proactively finding solutions.
  • •Create, update, and resolve cases using the ServiceNow ticketing system.
  • •Collaborate with Tier 2 engineers to resolve escalated cases and adhere to standard operating procedures and processes.

Key Requirements

  • •Degree in Computer/Information Technology or equivalent, or a Diploma with 3–4 years of work experience.
  • •At least 2 years of experience troubleshooting system/network/software issues.
  • •Knowledge in Windows and Linux system administration; networking/security is an added advantage.
  • •Proficiency in written and verbal English; Mandarin is an added advantage.
  • •Ability to work on a 24x7 rotating shift schedule all year round.
Experience:2+ years
Education:Bachelor's in Computer/ Information Technology
Skills:Proactive problem-solvingCustomer orientationInterpersonal communicationTeamworkIndependence/self-drive
Languages:EnglishMandarin
Tech Stack:ServiceNowWindowsLinuxSQL ServerSystem administrationNetworkingSecurityData log files

Company Brief

Emerson
Global technology and engineering company providing automation solutions, commercial and residential products, and services across industrial, commercial, and consumer markets to improve operational performance and efficiency.
Industry: Industrial Automation
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: St. Louis, United States
Founded: 1890
WebsiteLinkedIn