Job Description

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