Product Technical Support Engineer (PC & Notebook Hardware)

Responsibilities:

• Provide technical support and solutions to ASUS Authorized Service Centres and service partners through the ticketing system, ensuring cases are resolved within the agreed Service Level Agreement (SLA).
• Monitor and follow up on technical support tickets to ensure timely resolution and proper case closure.
• Perform technical diagnosis and troubleshooting for hardware-related issues, including identifying faults and recommending appropriate corrective actions.
• Conduct root cause analysis (RCA) on recurring or complex technical issues and work with relevant internal teams to identify rectification and preventive solutions.
• Review product performance, repair, return and service data to identify technical trends, recurring issues and areas for improvement.
• Prepare regular technical support, issue-tracking and product performance reports for management review.
• Conduct site visits when required to assess technical issues, gather relevant information and support the preparation of technical solutions or proposals.
• Develop technical training materials and conduct product and troubleshooting training for ASUS Authorized Service Centres, Call Centre agents and enterprise customers' technical teams.
• Work closely with Authorized Service Partners and internal stakeholders to ensure consistent understanding and resolution of technical issues.
• Escalate significant product or technical issues to relevant internal teams and communicate the potential service and business impact to key stakeholders.
• Support service quality improvement initiatives and other technical projects assigned by management.

Requirements:

• Diploma or Bachelor's Degree in Computer Engineering, Electrical/Electronic Engineering, Computer Science, Information Technology or a related technical discipline.
• Minimum 2 years of relevant experience in technical support, product support, hardware troubleshooting, service engineering or a related IT hardware environment .
• Good knowledge of PC/notebook hardware architecture, components and hardware troubleshooting .
• Hands-on experience in diagnosing hardware faults and identifying root causes of technical issues.
• Experience supporting PCs, notebooks, desktops, workstations or related IT hardware products will be an advantage.
• Experience working with service centres, repair centres, RMA/warranty processes or technical service partners will be an added advantage.
• Familiarity with Windows operating systems, BIOS/UEFI, drivers and firmware troubleshooting will be an advantage.
• Strong analytical, troubleshooting and problem-solving skills with a customer-focused mindset.
• Able to manage multiple technical cases and work effectively within SLA timelines in a fast-paced environment.
• Good interpersonal and communication skills, with the ability to explain technical information clearly to both technical and non-technical stakeholders.
• Good command of written and spoken English.
• Willing to conduct site visits when required.