Technical Support Executive
Job Responsibilities
Investigate, troubleshoot, and resolve application, system, and product-related issues reported by customers.
Analyze incidents and identify root causes to provide effective solutions and preventive measures.
Getting informed and become familiar with new applications, features and software releases.
Replicate reported issues and work closely with development teams to facilitate issues resolution.
Prepare technical reports, incident reports and documentation related to investigations and findings.
Assist in generating service-related report to customers.
Monitor application performance and support system stability.
Provide technical guidance and support to Level 1 Support personnel when required.
Escalate complex issues to the relevant internal teams and track progress until resolution.
Maintain accurate records of incidents, troubleshooting activities, and resolutions in the ticketing system.
Provide after-hours, weekend, or on-call support as assigned to ensure business continuity.
Perform any other duties assigned by management from time to time.
Job Requirements
Diploma or Bachelor's Degree in Information Technology, Computer Science, Software Engineering, Information Systems, or related fields.
Minimum 1 year of experience in technical support, application support, system troubleshooting or a related field.
Knowledge of application troubleshooting and incident management.
Familiarity with ticketing and issue-tracking systems.
Ability to interpret logs and investigate system errors.
Willingness to provide after-hours or standby support when required.