Platform Support Technician

Appspace; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A tech solutions company in Kuala Lumpur is seeking a Platform Support Technician. This role involves troubleshooting Cloud-related incidents, maintaining a high level of customer service, and contributing to knowledge base documentation. The ideal candidate has 5-7 years of IT support experience, a high school diploma, and familiarity with cloud services like Microsoft Azure or Google Cloud. This position offers a dynamic work environment and benefits like 20 days PTO, remote work options, and competitive salaries.

Benefits

20 Days PTO

Remote work opportunities

Medical, dental, and vision coverage

14-week maternity leave program

Transport/parking allowance

Qualifications

• 5-7 years of experience in IT support or a related field is required.
• Basic understanding of Cloud computing concepts necessary.
• Hands-on experience with cloud services within a Tier 1 Cloud platform preferred.

Responsibilities

• Provide initial assessment, triage, and resolution of Cloud-related incidents.
• Monitor system alerts and contribute to documentation.
• Ensure a high level of customer service.

Skills

IT support experience

Problem-solving skills

Analytical skills

Customer service

Education

High school diploma or equivalent

Associate's or Bachelor’s degree in IT or Computer Science

Tools

Microsoft Azure

Google Cloud

Ticketing systems

Job description

At Appspace, we’re passionate about creating better work experiences for people everywhere, and we’re looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however you’re at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture that’s helping people everywhere love where they work.

Your Role as a Platform Support Technician

The Platform Support Technician is responsible for providing initial assessment, triage, and resolution of Cloud-related incidents and service requests. This role involves diagnosing and troubleshooting issues while fulfilling service requests. The technician will also monitor system alerts, contribute to knowledge‑base documentation, and maintain a high level of customer service.

A Day in the Life of a Platform Support Technician

Incident & Problem Management

• Provides initial assessment, triage, and resolution of Cloud-related incidents and service requests.
• Accurately diagnoses and troubleshoots incoming issues, escalating to senior team members or engineering when necessary.
• Guides users through problem‑solving steps and provides timely updates on incident status.
• Documents all incidents and resolutions in the ticketing system.
• Fulfills service requests related to software, hardware, and workplace equipment following established procedures.
• Processes approved user and access management requests according to company policies.
• Responds to technical inquiries and provides basic Cloud support to users.
• Implements technical change requests and follows best practices as directed by senior team members.

Projects & Improvements

• Actively participates in team discussions to identify areas for improvement in workplace processes.
• Stays informed about IT/SysAdmin best practices and industry trends.
• Proactively identifies and communicates potential issues or ambiguities in operational procedures.
• Continuously develops technical skills and knowledge through self-learning, peer collaboration, and formal training.
• Effectively utilizes documentation and resources to troubleshoot and resolve issues.
• Seeks feedback and mentorship from senior team members to enhance performance.
• Demonstrates strong communication and interpersonal skills, both written and verbal.

Monitoring & Alerting

• Monitors system alerts and notifications for potential issues.
• Performs basic troubleshooting and escalates as needed.

Knowledge Base & Documentation

• Contributes to the creation and maintenance of knowledge base articles and documentation.
• Uses existing documentation and resources to resolve common issues.

Customer Service

• Maintains a positive and professional attitude when interacting with users.
• Provides timely and accurate communication regarding issue status and resolution.
• Strives to exceed customer expectations and deliver excellent service.

Qualifications

• High school diploma or equivalent.
• 5-7 years of experience in IT support or a related field.
• Basic understanding of Cloud computing concepts.
• Hands‑on experience provisioning, managing, and decommissioning cloud services within a Tier 1 Cloud platform like Microsoft Azure or Google Cloud.
• Experience with ticketing systems and IT service management principles (ITIL a plus).
• Strong problem‑solving and analytical skills.

Preferred Qualifications

• Associate’s or Bachelor’s degree in Information Technology or Computer Science.
• Knowledge of scripting or programming languages, such as Python, is highly preferred.

The Perks of Working for Appspace

For all our KL based team members, we offer a variety of benefits from competitive salaries, medical, dental and vision coverage, mental health resources, a 14‑week maternity leave program and transport/parking allowance.

• 20 Days PTO
• Remote work opportunities
• Paid company holidays
• A casual dress work environment

Disclaimer

Appspace is committed to equitable compensation practices and complies with all applicable local, state, and federal regulations. For jurisdictions that require pay scale disclosure, a general compensation range may be provided during the initial stages of the interview process. Final compensation will be based on multiple factors including experience, skills, certifications, and overall fit for the role.

If you are located in a jurisdiction with specific pay transparency requirements, we will be happy to discuss the relevant range during your application process.

Appspace is an Equal Opportunity Employer. We do not discriminate on the basis of any protected group status under any applicable law.