About the role

Technical Support Engineer (On-Site, Contract)

ITMAX SYSTEM BERHAD is looking for a hands-on and technically capable Technical Support Engineer to support our Automatic Number Plate Recognition (ANPR) project at 1 Utama Shopping Centre, Bandar Utama, Selangor.

This is a 1-year contract position, renewable subject to project requirements and performance, working on-site on a 6-day work week with morning/night shift rotation.

As the on-site technical lead, you will be responsible for overseeing the day-to-day operation of the ANPR system, including hardware and software, troubleshooting technical issues, coordinating with on-site technical support staff, and working closely with the mall's facility management team, vendors and Tapway technical personnel to ensure system availability and service levels are maintained.

Key Responsibilities

• Oversee the daily operations and performance of the ANPR system, ensuring the smooth functioning of both hardware and software components.
• Act as the primary escalation point for complex technical issues and coordinate troubleshooting and resolution efforts.
• Diagnose and troubleshoot hardware, software, networking and system-related issues in a timely manner.
• Coordinate and assign technical support tasks to on-site technical support staff and monitor progress until resolution.
• Perform hands-on troubleshooting involving IP networking, IP cameras, Linux systems, computers, peripherals and related ANPR equipment.
• Liaise with 1 Utama Mall's Facility Management team and relevant vendors on maintenance, repair and technical support matters.
• Liaise with Tapway personnel for knowledge transfer, L3 troubleshooting and technical rectification.
• Monitor and ensure compliance with agreed Service Level Agreements (SLAs), system uptime requirements and incident response timelines.
• Carry out routine system checks, maintenance, updates and preventive troubleshooting to minimise service disruptions.
• Maintain proper documentation of incidents, troubleshooting activities, system updates, fixes, configurations and modifications.
• Prepare weekly and monthly reports covering system performance, incidents, resolutions and outstanding technical issues.
• Conduct training, provide technical guidance and support to junior technical support staff.
• Assist with the deployment, configuration and maintenance of new hardware, software and system components when required.
• Escalate unresolved or critical issues to the appropriate senior technical personnel, vendors or Tapway technical team.
• Ensure compliance with applicable IT security, operational and technical procedures.
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