Application Support Engineer (Fresh Graduate Welcome)
Key responsibilities
Respond to and resolve user support requests via ticketing systems, email and phone in a timely and professional manner
Troubleshoot application-related issues and provide first-level technical support to end-users
Document and track all support tickets and resolutions within the support management system
Escalate complex technical issues to senior support engineers or development teams when necessary
Provide clear and concise technical guidance to non-technical users
Collaborate with cross-functional teams to identify and resolve system issues
Maintain up-to-date knowledge of supported applications and systems
Contribute to the development of support documentation and knowledge base articles
Monitor application performance and alert relevant teams to potential issues
Assist with user training and onboarding for new applications and systems
What we're looking for
Recent graduate or early-career professional with a background in IT, Computer Science, Information Technology or related field
Strong problem-solving skills and the ability to think logically when diagnosing technical issues
Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users
Customer service orientation with a genuine desire to help users resolve their problems
Ability to multitask and work effectively in a fast-paced support environment
Attention to detail and organisational skills for managing support tickets and documentation
Willingness to learn and develop technical expertise in various applications and systems
Basic knowledge of Windows operating systems, troubleshooting and IT fundamentals
Familiarity with IT support best practices or ticketing systems is advantageous
Fluency in English; additional language skills such as Cantonese or Mandarin are beneficial