IT Support Engineer

This role requires someone who can perform application support by providing accurate resolution or workaround to users within the defined SLA, and responsibly follow up on the case. Ideally, should be familiar with incident tracking software and experience in support work. He/she is required to work closely with developers and end users for application testing.

Responsibilities:

• Handle incoming support cases and track using incident tracking software
• Follow up on support tickets proactively till closure within the defined SLA
• Provide level 2 application support to service desk using email and phone
• Create test cases for bug fixes and/or system enhancements
• Liaise with developers and end users during the testing process to ensure all test cases passed
• At least 1 year experience as a software tester or as applications technical support staff.
• Perform any other administration and operational work as required by supervisor

Requirements:

• Diploma or Degree holder of an IT related course
• Good computer skills, including use of Microsoft Office and Microsoft Excel
• Good command of written and spoken English
• Self-driven and demonstrate willingness to learn
• Have a passion for troubleshooting to provide solution to the users
• Possesses MS Dynamics CRM knowledge is an added advantage