Solution Support Engineer at FUJIFILM DMS - Philippines

, Selangor, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

13 Sep, 26

Salary

0.0

Posted On

15 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Troubleshooting, Ticket Logging, Customer Service, Technical Support, Software Installation, System Configuration, SLA Management, Incident Documentation, Verbal Communication, Written Communication, Active Listening, Time Management

Industry

IT Services and IT Consulting

Description

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 1. 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 2. Communication & Customer Service Skills • Clear and polite verbal communication • Basic written communication for ticket updates • Active listening to understand user issues 3. 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. At 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.

Responsibilities

Provide first-level technical support for software solution incidents and service requests while adhering to SLA timelines. Responsibilities include troubleshooting, ticket management, and collaborating with internal teams to ensure smooth service operations.