Core Responsibilities

Operational and Technical Assistance

Maintain a continuous onsite presence to guarantee swift response and recovery from any hardware or system malfunctions, thereby reducing operational downtime.
Conduct the installation, configuration, maintenance, and support of both hardware and software systems at client locations.
Ensure that all maintenance tasks are performed in alignment with the established Service Level Agreement (SLA).
React swiftly to technical incidents and service requests by implementing effective troubleshooting and resolution strategies.
Carry out scheduled preventive maintenance and inspections to confirm that all essential systems and equipment are fully operational.
Replace malfunctioning hardware components and spare parts, ensuring that all repaired or replaced devices meet operational standards.
Prepare and submit daily technical reports while updating work ticket statuses upon completion of designated tasks.
Offer immediate technical support and clarification to Immigration officers concerning passenger-related issues, eGate operations, and any system irregularities.
Escalate unresolved or complex technical challenges by creating detailed technical reports for Level 2 and Level 3 engineering teams.

Bachelor's Degree in Engineering, Information Technology, Electronics, Electrical Engineering, or a closely related field.
A minimum of 1–3 years of experience in technical support, maintenance, field service, or similar technical environments. Recent graduates with relevant knowledge may also be considered.
Fundamental understanding of computer hardware, networking, and troubleshooting techniques.
Experience in the maintenance and repair of technical equipment is preferred.
Familiarity with IT infrastructure, systems support, and software troubleshooting will be an added advantage.

Excellent communication skills, with the ability to articulate technical issues clearly and professionally to both customers and management during service interruptions.
Capability to operate independently within a 24/7 operational environment.
Strong analytical and problem-solving abilities.
Dedication to upholding high standards of customer service and operational excellence.