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