Technical Support Analyst

Qualifications:

• Bachelor’s/College Degree or equivalent to the ff: Computer Science, Computer Engineering, Information Technology, Information Systems, Electronics and Communication Engineering or similar
• Strong knowledge of Windows and macOS environments, networking protocols, and cloud services
• Minimum of 1 year relevant work experience but Fresh graduate are encourage to apply
• Background in Github, Programming and Database applications, CLI command is a plus

Job Responsibilities:

Primary responsibility of Technical Support Analyst is to provide assistance to users our clients experiencing issues with the software or system. This role ensures that customers can efficiently use the software while troubleshooting any problems they encounter.

Major Responsibilities:

• Respond to user inquiries via phone, email, or chat
• Provide advanced troubleshooting and root-cause analysis for software, hardware, and network issues.
• Strong communication and problem-solving skills.
• Document incidents and resolutions in a ticketing system.
• Contribute system installations, upgrades, and maintenance.
• Train end-users on software and IT best practices.
• Observe ticket escalations and resolve issues within the given time frame.
• Recommend design improvements or corrections to the team throughout the development process with the approval of the team leader.
• Report to the team leader regarding tasks and encountered problems daily.
• Work as part of the IT department team and establish close working relationships with end-users, developers, and project management.
• Any other tasks that may deem necessary