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FUJIFILM Holdings America Corporation

Solution Support Engineer

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Responsibilities & Tasks:

  • Provide first level support for software solution related incidents, service requests, and technical issues.
  • Troubleshoot and resolve customer/user issues within agreed SLA timelines.
  • Log, track, and update support tickets in the ticketing system.
  • Escalate unresolved or critical issues to the appropriate support teams.
  • Perform software installation, configuration, and basic system testing.
  • Monitor support queues and ensure timely follow-up with customers/users.
  • Communicate clearly with customers/users on issue status and resolution updates.
  • Maintain accurate documentation of incidents, solutions, and troubleshooting steps.
  • Support system maintenance activities, upgrades, and patch implementation when required.
  • Collaborate with internal teams to ensure smooth service operations and issue resolution.
  • Follow standard operating procedures (SOP), security policies, and service processes.
  • Contribute to process improvement and service standardization initiatives.
  • Prepare support reports and assist in tracking service performance metrics.
  • Support onboarding and user guidance for supported software applications.
  • Ensure high customer satisfaction through professional and effective support service.
  • Escalate cases and follow up with vendors.

Requirements:

1-2 years relevant experiences. Fresh graduates are welcomed to apply!

Diploma or Degree in Information Technology or Computer Science

  1. Technical Skills
    • Ability to perform simple, scripted IT troubleshooting.
    • Ability to follow step‑by‑step runbooks or knowledge articles
    • Accurate ticket logging using predefined categories
    • Ability to identify issues that require escalation to higher support levels
  2. Communication & Customer Service Skills
    • Clear and polite verbal communication
    • Basic written communication for ticket updates
    • Active listening to understand user issues
  3. Work Skills
    • Ability to follow instructions and processes consistently
    • Willingness to ask for help when unsure
    • Basic time management under supervision
    • Openness to coaching and feedback