IT Application Support Engineer

We are seeking a highly skilled and experienced IT Support Engineer to join our dynamic team. The ideal candidate will have 5+ years of hands-on experience in providing technical support, strong communication skills, and the ability to work collaboratively with both technical and non-technical teams. As an IT Support Engineer, you will play a key role in ensuring seamless user experiences, providing timely resolutions to technical issues, and contributing to the overall success of our IT operations. Prior working with US clients is desired.

• User Support: Working with user directly using Teams/Zoom to support Application Issue, Programming Issue or other IT issues impacting the user. Helping user (with limited or no IT knowledge) to setup applications in their desktops, mobile devices as desired.
• Technical Expertise: Demonstrate in-depth knowledge of IT systems, applications, and networks, and ensure that all support queries are resolved effectively or escalated when necessary. Prior programming knowledge in PHP, REACT or any other programming knowledge to help debug the issue and go to the root cause is desired. Prior database knowledge (e.g. MySQL, MSQL, MongoDB etc) will be helpful.
• Communication: Maintain clear and professional communication with users, team members, and other stakeholders to ensure smooth handling of IT-related concerns and projects. Behaviour with users are key to become successful in this role.
• Patience & Empathy: Address user concerns with patience and empathy, ensuring a positive experience for all users, regardless of their technical proficiency.
• Collaboration: Work closely with cross-functional teams / project team to ensure IT systems are aligned with business needs and to support the delivery of IT projects.
• Documentation & Reporting: Maintain accurate records of support requests, resolutions, and system performance metrics, and provide regular updates to the IT leadership team.
• User Training: Involve in preparation of user guides, providing user IT training as requested and directed.
• Testing: Perform IT product testing on behalf of user to ensure all features/components, bugs etc are implemented/fixed and working properly as desired.
• Continuous Improvement: Proactively suggest improvements to enhance user experiences and streamline support processes. Keep updated with latest technology trends and platforms to help users / businesses. Able to run price comparison between services (AWS), Understand integrations (Azure AD, Google SSO), Understand different platform (e.g. OKTA) is desired.

• Education: Bachelor’s degree in IT, Computer Science, or a related field.
• Experience: 5+ years of hands-on experience in an IT support role, ideally in a fast-paced environment. Prior experience working with US customers is desired.
• Technical Skills: Proficiency in troubleshooting and resolving issues related to software, networks, and enterprise systems.
• Soft Skills:
o Strong communication skills, both verbal and written.
o Patience and a customer-centric approach when addressing user concerns.
o Collaborative mindset and a team player attitude.
o Friendly and approachable, fostering positive interactions with users.
• Certifications (Optional but Preferred): Microsoft Certified Professional (MCP) or similar