Solution Implementation Specialist

Role Overview

The L1 Specialist is an entry-level execution role focused on assisted deployment, standard configuration, and supervised troubleshooting. Operating under the guidance of the Team Leader or a senior colleague, the L1 handles lower-complexity tasks and builds foundational knowledge of Xilnex Products and client environments.

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Key Responsibilities

1. System Deployment & Configuration

• Assist in deploying and configuring Xilnex Products for new and existing clients under supervision.
• Perform guided remote and onsite system setup including basic menu creation, user account setup, and receipt configuration.
• Support go-live activities and verify system readiness before handover.

1. Hardware Setup & Dismantle

• Set up and configure hardware as required to ensure smooth operation of Xilnex Products, with guidance from a senior colleague.
• Assist with hardware delivery to clients locally and ensure complete functional installation.
• Dismantle, re-configure, or replace hardware as instructed.

1. Third-Party Integration

• Assist in setting up standard integrations including GrabFood, Foodpanda, Shopee Food, and credit card terminal protocols under supervision.
• Perform basic integration testing and flag issues to the Team Leader or senior specialist.

1. Troubleshooting & Support

• Handle low-complexity support tasks within agreed SLA timelines.
• Provide remote and onsite troubleshooting on guided cases.
• Maintain troubleshooting knowledge base entries and post-deployment handover notes as directed.
• Escalate unresolved issues or those exceeding SLA thresholds to the Team Leader or Project Manager, with a clear summary of steps taken and current status.

1. Client Training

• Assist in conducting system training sessions covering Xilnex Products for end users.
• Produce training recordings for knowledge retention where required.
• Gather post-training and post-go-live feedback from clients and relay findings to the Team Leader or Project Manager.
• Update the project tracker upon task completion, including status, outcome, and any follow-up actions required.

1. Demos & Proof of Concept (POC)

• Assist in setting up product demonstrations including hardware preparation and system pre-loading.
• Assist in setting up POC environments with test data, hardware, and configured workflows as directed.

1. Onsite & Online Standby

• Provide onsite or online standby support during go-live dates under the direction of a senior specialist or Team Leader.
• Assist the primary contact in resolving client-facing technical issues during launch windows.

1. Mall Integration Support

• Assist in specialised mall deployments including basic POS checks and version verification under supervision.

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Required Qualifications

• Diploma or Degree in Information Technology, Computer Science, or a related field.
• 0–2 years of experience in IT support, system implementation, or technical operations.
• Familiarity with POS systems, retail or F&B operations technology is an advantage.
• Hands-on exposure to hardware configuration (printers, terminals, network devices).

Skills & Competencies

• Technical aptitude — eager to learn system configuration, troubleshooting, and hardware setup.
• Client-facing communication — polite, clear, and professional in client interactions.
• Attention to detail — systematic in documentation, task updates, and handover notes.
• Adaptability — willing to work onsite, remotely, and across varied client environments including retail outlets and restaurant settings.
• Team orientation — works effectively under supervision and seeks guidance proactively.

Working Conditions

• Willingness to travel for onsite assignments within Malaysia.
• Availability for standby shifts during client go-live events, including evenings or weekends.
• Able to work in fast-paced, client-facing environments.