Support Engineer (New Office in Johor Bahru)

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

Overview

We are seeking bright and friendly individuals with excellent communication skills, willingness to learn and apply new technology and a track record for providing great customer service. You will have opportunities to work in a variety of challenging IT environments to quickly build up your IT and communication skills.

What will you be doing?

As a Support Engineer, you provide Level 1 and Level 2 Support to existing clients, serve as a primary contact to identify, troubleshoot and provide resolutions to the reported issues. Your job is to work closely with the R&D Team by conducting preliminary investigations, replicating the reported issues raised and communicating your findings to the support software engineers and Quality assurance engineers to facilitate bug fixing.

Your Responsibilities Will Include

• 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.

We look for people who value agility, passion, and teamwork; those who can bring fresh ideas to the table and want the opportunity to learn, grow, and expand their careers. Bring your aptitude and build upon what you do best for our customers, partners, team, and you.

Other qualities that you’ll need to be a fit for this role include:

• 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.
• Good interpersonal skills, resourceful, take ownership.
• Organized, meticulous, and able to work independently.
• Strong analytical and troubleshooting skills.
• Delivered B2B services effectively and efficiently, aware of service management preferred.
• Preference given to vendor‑based software delivery experiences.
• Experience in Software Development and Microsoft SQL Server will be an advantage.
• Able to converse with Mandarin speaking clients.
• Education: Bachelor’s degree or above.

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