Entry-Level Technical Support Analyst

Fortra; Malaysia; On-site; MYR 42,000 - 56,000; Full time

Job summary

Fortra in Malaysia is seeking an enthusiastic Associate Technical Support Analyst to join our Technical Support team. In this entry-level role, you will be the first point of contact for customers, assisting with product, configuration, and training-related issues.

You will collaborate closely with support colleagues to triage cases, document issues, and communicate effectively with customers, building a strong foundation in technical problem-solving and professional growth.

Qualifications

• Foundational knowledge of system configurations, software troubleshooting, and general IT concepts.
• Strong written and verbal communication skills with the ability to explain technical concepts to varied audiences.
• Familiarity with support tools, ticketing systems, and customer service processes, or the ability to learn quickly.

Responsibilities

• Provide first-level technical troubleshooting and assist customers in diagnosing and resolving common issues related to Fortra solutions.
• Analyze system behavior and customer environments to identify potential causes of issues and suggest solutions under guidance.
• Respond to customer support requests via email, phone, and ticketing systems with a professional, customer-focused approach.
• Document customer interactions, issues, and resolutions within support systems for timely follow-up.
• Escalate complex issues to senior team members and appropriate technical teams when needed.
• Assist with configuration, setup, and maintenance of test environments based on customer requirements.

Skills

IT concepts

Communication

Troubleshooting

Customer service

Team collaboration

Analytical thinking

Education

Associate’s degree in Computer Science or related field

Job description

Fortra in Malaysia is seeking an enthusiastic Associate Technical Support Analyst to join our Technical Support team. In this entry-level role, you will be the first point of contact for customers, assisting with product, configuration, and training-related issues.

You will collaborate closely with support colleagues to triage cases, document issues, and communicate effectively with customers, building a strong foundation in technical problem-solving and professional growth.