Support Engineer

📍 Location: Bandar Baru Klang

🏢 Division: AI & Modernization (AIM) Consulting – Managed Services & Support

💼 Employment Type: Full-time

✨ We are looking for people who are humble, hungry, and smart.

Support Modern AI & Digital Solutions at SRKK

SRKK Group is a leading end-to-end digital transformation consultancy founded in 1997, with strong presences in Malaysia and Singapore. As a Microsoft Gold Partner, we help organizations modernize their workplaces, applications, and infrastructure through cloud, automation, and AI-enabled solutions.

We are seeking a Support Engineer to join our AI & Modernization (AIM) division, supporting customers across our modernization and automation offerings. This role provides application and platform support for solutions built on Microsoft 365, Power Platform, low-code technologies, Azure AI applications, and Azure infrastructure.

You will work closely with clients and internal teams to ensure stable operations, timely incident resolution, and continuous improvement of deployed solutions — while gaining hands-on exposure to AI-enabled applications and cloud modernization initiatives that power digital transformation journeys.

💼 What You’ll Do

Application & Platform Support

• Provide first-level support for applications and platforms across SharePoint, Power Platform, low-code solutions, Azure AI applications, and Azure infrastructure.
• Handle support tickets by performing troubleshooting, identifying root causes, and applying standard fixes.

Incident Management & SLA Compliance

• Escalate unresolved or complex issues to the next support level with clear context, logs, and reproduction steps.
• Ensure compliance with SLAs for response and resolution times across assigned tickets.

Customer Communication

• Communicate clearly and professionally with customers, providing timely updates, resolution explanations, and post‑incident guidance.
• Build trust through strong customer empathy and consistent service quality.

Documentation & Knowledge Management

• Maintain accurate service desk documentation and ticket updates.
• Contribute to the knowledge base by documenting common fixes, workarounds, and lessons learned.

Continuous Improvement & Learning

• Continuously enhance technical and product knowledge to improve resolution efficiency and service quality.
• Follow defined SOPs, QA gates, and support workflows aligned with managed services best practices.

👤 Who You Are

• Degree in Computer Science, Information Technology, Engineering, or a related field.
• Familiar with Microsoft 365, particularly SharePoint, and Power Platform (Power Apps, Power Automate).
• Basic understanding of Azure Services and Azure Infrastructure is an advantage.
• Experience or exposure to incident management, root cause analysis, and service reporting.
• Fast learner who can follow SOPs and work independently with minimal supervision.
• Strong documentation skills, stakeholder communication, and a customer‑centric mindset.
• Dependable, growth‑oriented, and eager to learn — humble, hungry, smart.

🌱 Why Join SRKK Group?

• Hands-on support experience across Microsoft 365, Power Platform, and Azure environments.
• Structured mentorship from senior engineers and consultants, with clear SOPs and quality gates.
• Access to learning paths, certifications, and continuous upskilling opportunities.
• Client exposure through Support Service Reviews (SSR) and Business Transformation Reviews (BTR).
• Clear career progression toward L2 Support Engineer or Consulting roles.
• A collaborative, improvement‑driven, and technology‑focused culture.