Technical Support Executive

Job Responsibilities

• Investigate, troubleshoot, and resolve application, system, and product-related issues reported by customers.
• Analyze incidents and identify root causes to provide effective solutions and preventive measures.
• Getting informed and become familiar with new applications, features and software releases.
• Replicate reported issues and work closely with development teams to facilitate issues resolution.
• Prepare technical reports, incident reports and documentation related to investigations and findings.
• Assist in generating service-related report to customers.
• Monitor application performance and support system stability.
• Provide technical guidance and support to Level 1 Support personnel when required.
• Escalate complex issues to the relevant internal teams and track progress until resolution.
• Maintain accurate records of incidents, troubleshooting activities, and resolutions in the ticketing system.
• Provide after-hours, weekend, or on-call support as assigned to ensure business continuity.
• Perform any other duties assigned by management from time to time.

Job Requirements

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Software Engineering, Information Systems, or related fields.
• Minimum 1 year of experience in technical support, application support, system troubleshooting or a related field.
• Knowledge of application troubleshooting and incident management.
• Familiarity with ticketing and issue-tracking systems.
• Ability to interpret logs and investigate system errors.
• Willingness to provide after-hours or standby support when required.