Customer-Focused IT Support Engineer (L1-L2)

AvePoint; Johor Bahru; On-site; MYR 46,872 - 78,120; Full time

Job summary

AvePoint in Malaysia is looking for a Support Engineer to provide Level 1 and Level 2 support for existing clients. You will work with the R&D team to investigate issues, reproduce reports, and communicate findings for bug fixes.

The role requires a Diploma or Bachelor’s degree in IT/CS/CE, 1+ year of IT support experience if possible, and strong communication with customers and vendors. Mandarin capability is a plus.

Qualifications

• Minimum Diploma in Information Technology/Computer Science/Computer Engineering.
• Preferably > 1 year experience in IT Industry managing large-scale applications support.
• Pro-active, customer-focused, and comfortable dealing with clients/vendors directly.
• Excellent communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
• Highly energetic, motivated team player, able to work under tight timelines and pressure to participate in digital transformation journey.

Responsibilities

• Being a representative for project-specific customer inquiries and issues that you will take ownership and bring resolution.
• Ensure customer satisfaction in Project Support and Maintenance.
• Collect information and perform deep-dive analysis, diagnosis, and troubleshoot.
• Commit to SLA for response and resolution, troubleshoot and perform root cause analysis of technical issues.
• Communicate efficiently with the customer and the internal R&D team on the bug fixes needed.
• Manage the status of issues raised and ensure they are resolved effectively in a timely manner.
• Continuously evaluate existing processes to streamline and enhance customer support activities.
• Manage and keep track of change requests, bug fixes status and system updates deployments documentation.
• Prepare weekly statistic reports and present them professionally in the weekly progress meetings with clients.
• Prepare and keep track of user manual documentation and versions as well as release notes for upcoming enhancement releases.
• Conduct training / hand‑holding sessions with users and guide them to troubleshoot the system to resolve software issues or problems.

Skills

Excellent communication skills

Troubleshooting

Analytical thinking

Education

Diploma in Information Technology / Computer Science / Computer Engineering

Bachelor’s degree or above

Tools

Microsoft SQL Server

Job description

AvePoint in Malaysia is looking for a Support Engineer to provide Level 1 and Level 2 support for existing clients. You will work with the R&D team to investigate issues, reproduce reports, and communicate findings for bug fixes.

The role requires a Diploma or Bachelor’s degree in IT/CS/CE, 1+ year of IT support experience if possible, and strong communication with customers and vendors. Mandarin capability is a plus.