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

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 to provide resolutions to the reported issues. Your job is to work closely with R&D Team by conducting preliminary investigations i.e., replicating the reported issues raised and communicate to the support software engineers and Quality assurance engineers of your findings to facilitate in 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.
• Manages the status of issues raised and ensure they are resolved effectively in a timely manner.
• Continually evaluate existing processes to streamline and enhance customer support activities.
• Manage and keep tracks of change requests, bug fixes status and system updates deployments documentations.
• Prepare weekly statistic reports and able to present professionally in the weekly progress meetings with clients.
• Prepare and keep track of user manuals documentation and versions as well as release notes for upcoming enhancement releases.
• Conduct training / hand-holding sessions with users and to guide them to troubleshoot the system to resolve software issues or problems.

OK, I'm interested... is this the job for me?

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:

• Min 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

About AvePoint

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We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.