Job Overview
The Service Engineer plays a critical role in ensuring the reliability and security of VTM/ATM/CDM/Passbook Machine/Self-service Machine systems. The responsibilities include performing both corrective and preventive maintenance to minimize downtime and maintain operational efficiency. The Service Engineer provides on-site and remote technical support, handles urgent fault resolution, conducts software updates, and performs hardware replacements. As the frontline support for customers, the Service Engineer delivers clear guidance, technical procedures, and timely responses to inquiries, service requests, and system issues related to VTM/ATM/CDM/Passbook Machine/Self-service Machine operations.
Key Responsibilities and Duties
Research and identify solutions to software and hardware issues.
Diagnose and troubleshoot technical issues, including account setup and network configuration.
Ask customers targeted questions to quickly understand the root of the problem.
Track computer system issues through to resolution, within agreed time limits.
Properly escalate unresolved issues to appropriate internal teams (e.g., Software developers).
Provide prompt and accurate feedback to customers.
Refer to internal database or external resources to provide accurate the solutions.
Ensure all issues are properly logged.
Prioritize and manage several open issues at one time.
Follow up with clients to ensure their systems are fully functional after troubleshooting.
Prepare accurate and timely reports.
Document technical knowledge in the form of notes and manuals.
Maintain the relationships with clients.
Conduct on-site maintenance and support for VTM, ATM, CDM, Passbook Machines, and other self-service systems, with regular travel required using personal transportation.
Job Qualifications
Educations in Information Technology, Computer Science, Electrical Engineering, Mechanical Engineering or related fields.
Proven work experience as a Technical Support Engineer, IT Help Desk Technician or similar roles.
Good understanding of computer systems, mobile devices and other tech products.
Ability to diagnose and troubleshoot basic technical issues.
Familiarity with remote desktop applications and help desk software.
Excellent problem-solving and communication skills.
Ability to provide step-by-step technical help, both written and verbal in English and Thai.
Regular travel is frequent for service engineers as most of them offer in-house or off-site maintenance procedures by own transportation.
Must have a valid driver’s license and a personal car for traveling to machine locations.