About the Role: IT Service and Support Technician - you will play a vital role as the first point of contact for technical support to our customers. Reporting directly to the Head of ICT, you will be responsible for troubleshooting various IT issues, including general hardware and software problems and maintenance tasks. Your key duties and responsibilities include:
* Provide Level 1 and 2 support for clients globally (Asia Pacific).
* Monitor and manage incoming Service Desk tickets.
* Communicate with customers through our online Service Desk, phone, and email.
* Escalate issues to senior team members when necessary.
* Assist with warranty returns and shipping.
* Deliver both onsite and remote technical support to customers.
* Foster strong relationships with customers.
* Contribute to ongoing projects and routine business requirements.
* Create and maintain in-house management and monitoring systems.
What We Offer: Joining our small, friendly, and supportive team, you'll experience a culture that emphasises customer support excellence, knowledge sharing, and on-the-job training. This position offers a unique opportunity to gain exposure to and experience with cutting-edge hardware and software technologies. You will have the opportunity to contribute to the development and testing of technologies created and designed in-house, including support for management, monitoring, and the software we provide to customers.
Knowledge, Skills & Abilities:
* Strong problem-solving and troubleshooting abilities with a detail-oriented approach.
* Exceptional verbal and written communication skills, with the ability to clearly explain complex technical concepts to non-technical customers.
* Skilled at translating technical details into practical, customer-friendly solutions, ensuring a seamless experience and building strong client relationships.
* Ability to work effectively both independently and collaboratively within a team environment.
* Self-motivated, proactive, and eager to continuously learn and develop professionally.
* Effective time management skills with the ability to prioritize and manage multiple tasks efficiently.
* Valid driver's license and access to reliable transportation.
Technical Proficiency (Preferred)
* Node.js
* React
* TypeScript
* JavaScript
* SQL (MariaDB and PostgreSQL)
* Go
* Kafka
* Grafana
* Linux systems and basic networking