Technical Support Officer

Main Tasks and Responsibilities

·       System Monitoring and Incident Response for implementing monitoring solutions to track system health, performance, and availability.

·       Proactively monitor systems, identify issues, and respond to incidents promptly, working to minimize downtime and mitigate impacts.

·       Manage and respond to incidents according to established protocols and timelines, ensuring minimal disruption to business operations.

·       Communicate with third-party vendors or software providers to report issues, request support, and seek assistance with complex problems.

·       Collaborate with the security team to ensure applications are in compliance with security policies and best practices.

·       Collaborate with the development team to enhance system reliability and performance.

·       Provide timely and effective technical assistance to end-users, either via phone, email, chat, or in-person. Guide users through troubleshooting steps, answer questions, and offer solutions to their problems.

·       Work closely with software development teams to communicate user feedback, report bugs, and suggest improvements for applications.

·       Document troubleshooting procedures, resolutions, and maintaining a knowledge base for future reference.

Education and Experience

·       ICT bachelor’s degree, or IT related courses (Recent Graduates are welcome to apply)

Beneficial:

·       Experience with JIRA ticketing.

·       Background with Jenkins and SQL.

Key Competencies

·       Must be able to communicate effectively in English, both written and oral

·       Must be willing to work on rotating shifts that will cover 24x7 support including during weekends/public holidays

·       Being thorough and meticulous in issue analysis and resolution to ensure that problems are fully addressed.

·       Can work with minimal supervision and ability to multi-task

·       Proficiency in documenting troubleshooting procedures, resolutions, and maintaining a knowledge base for future reference.

·       Effective time management skills to handle multiple support requests and incidents simultaneously, prioritizing tasks appropriately.

·       Compliance and Integrity: Adherence to company policies and a valid Certificate of Good Conduct.