Client-Focused IT Support Engineer

AVEPOINT SINGAPORE PTE. LTD.; Singapore; On-site; SGD 36,000 - 54,000; Full time

Job summary

AvePoint Singapore Pte. Ltd. is seeking a friendly support Engineer to provide Level 1 and Level 2 support to existing clients, identify, troubleshoot and resolve reported issues, and coordinate with the R&D team to reproduce issues for bug fixing.

You will work across diverse IT environments, aim for high customer satisfaction, meet SLA commitments, and learn new technologies while contributing to ongoing improvements in support processes.

Qualifications

• Min Diploma in Information Technology/Computer Science/Computer Engineering.
• Pro-active, customer-focused and able to interact with clients directly.
• 1+ year experience in IT industry managing large-scale applications support.
• Excellent communication skills and ability to work with diverse stakeholders.

Responsibilities

• Provide Level 1 and 2 support to existing clients and own issue resolution.
• Replicate reported issues and communicate findings to R&D and QA teams.
• Collect information, diagnose, troubleshoot and resolve technical problems.
• Adhere to SLA targets for response and resolution, and perform root cause analysis.
• Communicate effectively with customers and internal teams on fixes.
• Track issue status, ensure timely closure, and improve support processes.
• Prepare weekly reports and assist in user manuals and release notes.
• Conduct training sessions and guide users to troubleshoot the system.

Skills

Communication skills

Customer focus

Troubleshooting

Analytical thinking

Teamwork

Education

Diploma in IT/CS/CE

Tools

Microsoft SQL Server

Job description

AvePoint Singapore Pte. Ltd. is seeking a friendly support Engineer to provide Level 1 and Level 2 support to existing clients, identify, troubleshoot and resolve reported issues, and coordinate with the R&D team to reproduce issues for bug fixing.

You will work across diverse IT environments, aim for high customer satisfaction, meet SLA commitments, and learn new technologies while contributing to ongoing improvements in support processes.