Remote Support Engineer

Company Description Freelace is a growing technology services organization focused on delivering reliable remote and onsite support to businesses of various sizes. The company values practical problem-solving, clear communication, and consistent customer service in every interaction. Team members collaborate closely to resolve technical issues efficiently and minimize downtime for clients.

Freelace encourages continuous learning and professional development, offering opportunities to grow technical skills and responsibilities over time.

Role Description The Remote Support Engineer is a full-time, on-site role based in Subang. This role involves diagnosing and resolving technical issues, providing hands-on and remote support for operating systems and user environments, and ensuring smooth daily operations for client systems. The engineer handles incoming support requests, documents incidents, follows up on open cases, and escalates complex problems when needed.

Daily tasks include guiding users through troubleshooting steps, maintaining a high standard of customer service, and collaborating with other technical team members to improve support processes and system reliability.

Qualifications

• Candidates should possess strong Troubleshooting and Technical Support skills to identify, analyze, and resolve system and application issues.
• Candidates should possess Customer Support and Customer Service skills to communicate clearly, manage expectations, and provide a positive support experience.
• Candidates should possess knowledge of Operating Systems (e.g., Windows, macOS, basic networking concepts) to configure, maintain, and support user environments.
• Candidates should possess effective written and verbal communication skills to document incidents, create user guidance, and collaborate with team members.
• Relevant experience in a helpdesk, IT support, or service desk environment is beneficial.
• A diploma or degree in Information Technology, Computer Science, or a related field, or equivalent practical experience, is preferred.
• Ability to work on-site in Subang, manage multiple tasks, and respond to issues with a customer-focused and solution-oriented mindset.