About the Role:
IT Technical Support Engineer (L2) is the first line of contact for our customers. You'll handle initial triage, basic troubleshooting, documentation, and timely escalation across customers in
multiple time zones. This role operates in high pressure environments during incidents and
participates in a rotating shift system that includes occasional midnight and weekend coverage.
When rostered on public holidays, online availability may be required; overtime is compensated per policy through paid OT or time off in lieu (TOIL). Schedules are planned to average 40 hours per week across the roster cycle.
Main responsibilities:Working alone, or in partnership with the sales, services, and business development teams you will be expected to:
- Provide prompt technical support via phone, email, and chat; log all interactions in the ticketing system.
- Diagnose and resolve common issues (software/hardware/network); perform basic health checks and follow SOPs.
- Escalate complex incidents with clear context and reproduction steps; follow through until resolution.
- Contribute to runbooks, knowledge base articles, and user guides; identify recurring issues and suggest fixes.
- Coordinate effectively with customers and teammates across APAC/EMEA/AMER time zones as scheduled
Qualifications
- 1+ year in customer service or technical support (internships/projects considered).
- Diploma/degree in IT/Computer Science or equivalent experience.
- Fluent English communication (written and spoken) is mandatory; able to produce incident updates and documentation in English.
- Familiarity with Windows/macOS fundamentals and basic networking (IP/DNS/VPN).
- Experience with ticketing and remote‑support tools; willing and able to work rotating shifts (including midnight) and be online when scheduled on public holidays; log pre‑approved OT/TOIL per policy.
Nice to have
- CompTIA A+ or ITIL Foundations; exposure to Google Cloud, AWS, or Azure.
- Basic scripting/SQL or monitoring tool experience.