Tendrill International Sdn Bhd

Support Engineer

• The Tier 2 Technical Support Agent will be the go-to expert for complex, escalated issues involving restaurant technology — from POS systems and servers to network infrastructure.
• Troubleshoot, mentor, document, and collaborate to get customers back up and running quickly.
• Manage escalated cases from Tier 1, handle server, POS, hardware, and connectivity issues, and perform root cause analysis.
• Document steps and communications; escalate unresolved issues with complete technical details.
• Collaborate with SMEs, networking engineers, and project managers; support infrastructure changes and product updates.
• Guide and coach Tier 1 agents; assist onboarding and training of new hires; contribute to knowledge base.
• Identify trends and suggest improvements to reduce recurring issues; improve workflows and documentation.

Tier 2 Technical Support Agent, Servers