IT Support Engineer

[Job ID: 1600984]

Responsibilities

• Handle customer enquiries and technical issues via phone, email, chat, or ticketing system with timely and professional support
• Troubleshoot and resolve issues across software, hardware, network, and application layers using structured root cause analysis
• Maintain and update technical documentation, troubleshooting guides, and FAQs to support knowledge sharing and efficiency
• Collaborate with development, QA, and product teams to escalate and resolve complex technical issues
• Assist in testing new features, enhancements, and fixes; provide feedback to improve product quality
• Support customer onboarding, including product setup, configuration guidance, and best practices
• Stay updated on product knowledge, tools, and industry trends through continuous learning
• Ensure all support cases meet defined SLA response and resolution timelines
• Perform any ad-hoc duties as assigned

Requirements

• Strong understanding of IT systems, networks, and applications
• Knowledge of TCP/IP, OSI model, DNS, routing, switching, and common network protocols
• Good verbal and written communication skills with ability to explain technical concepts clearly
• Strong analytical and troubleshooting skills with root cause analysis capability
• Customer-focused mindset with patience and professionalism
• Ability to work effectively in cross-functional teams and escalate issues appropriately
• Strong documentation skills for creating clear technical guides and knowledge base articles
• Fast learner with ability to adapt to new technologies and tools
• Commitment to meeting SLA targets for response and resolution times

We regret that only shortlisted candidates will be notified. However, rest assured that all applications will be updated to our resume bank for future opportunities.

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EA Personnel Name: Ong Kang Quan Ryan
EA Personnel Registration Number: R23116952
EA License No.: 07C5771