IT Field Support Engineer

About Us

At Trinax, our Operations Team thrives on service excellence, combining deep expertise with an unshakable positive mindset. We foster a culture of collaboration, where every member uplifts one another, driving consistent results and high standards. We believe in having respect for different races and appreciating the diversity of other cultures and people to promote a positive work culture. Join us to be part of a team that turns challenges into opportunities—together.

Role Overview

We are seeking a highly motivated and technically skilled IT Field Support Engineer (SE) to join our Operations Team. You will be responsible for delivering technical support and expert advice to both customers and internal company staff, ensuring their technical needs are addressed efficiently. You will serve as a technical expert for deploying, maintaining, and troubleshooting our systems while upholding the exceptional "Trinax Brand Experience".

Core Responsibilities

Deployment & Field Operations

• Perform system installation, configuration, maintenance, site survey, deployment tasks, and teardown tasks.

• Perform operation testing to make sure that the system, kiosk, or machine is working fine before deployment.

• Attend deployments and tear downs on projects that may occur during regular hours, after hours, weekends, or public holidays.

• Maintain accurate, up-to-date tracking of all incoming and outgoing inventory, ensuring it is neatly organized in the office warehouse.

Technical Support & Administration

• Analyze encountered issues and apply strong troubleshooting skills to resolve them.

• Act as part of the escalation chain for operational issues and respond promptly based on the severity level, including after-hours support when required.

• Conduct systems administration tasks and update IT applications, IT peripherals (including networking devices, computing devices, IoTs, vending machines, etc.), and infrastructure systems such as Windows, MacOS, and Linux.

• Contribute to maintaining compliance with ISO27001 standards across all company IT systems and operations, ensuring the overall security of the systems.

• Identify obstacles, proactively mitigate risks, and escalate issues to be resolved effectively and early.

Customer Service & Client Engagement

• Deliver excellent customer service by providing helpful tips and guidance to customers during deployment or when troubleshooting issues.

• Effectively communicate technical information to end-users, both verbally and in writing.

• Attend client's meetings and reply to client's messages and emails when needed on behalf of the department.

• Be available and prepared to deliver customer training as required.

• Ensure consistent performance by facilitating a digital feedback form to be completed by clients after every installation, maintenance service, or ad-hoc fault call to enable data-driven evaluation.

Reporting & Documentation

• Attend fault / service calls within the project agreed SLA and generate a service report after the issue is fixed.

• Log fault / service calls in the respective project Fault / Service log sheet, clearly indicating the issue, resolution, date, time, and status.

• Complete Deployment and Teardown forms after every deployment and teardown, and get client’s signatures.

• Complete maintenance checklists after maintenance and share updates on the respective project’s Slack channel.

Who You Are

• A Team Player: You actively contribute to the teams to complete tasks and meet goals, including attending kick-off meetings and subsequent project meetings.

• A Mentor: You are responsible for guiding juniors when they require assistance.

• Growth-Oriented: You will keep abreast of technological changes, seeking opportunities to learn more, continuously develop your skillset, and professionally process feedback.

• Adaptable & Reliable: You are prepared to participate in rotational weekend and after-hours operational manning for fault/service calls, ensuring continuous system uptime.

What We Offer

• Continuous Learning & Growth: We actively support your professional journey. You will have opportunities to keep abreast of technological changes, learn more, and continuously develop your skillset.

• Dynamic & Inclusive Culture: Join a team that genuinely respects different races and appreciates the diversity of all cultures and people, promoting a highly positive and respectful work environment.

• Collaborative Environment: We foster a culture of collaboration where every member uplifts one another, turning challenges into opportunities—together.

• Work-Life Balance Adjustments: We recognize the demands of field operations and after-hours support. Replacement off days will be issued for working outside regular hours, and you will work closely with your reporting supervisor to ensure your time off is cleared.