IT Support Specialist (L1 / L2 Support)

💼 About the Role

We are looking for front-line technical support by handling user inquiries, troubleshooting L1–L2 issues, and managing support tickets in a timely manner. Ensure SLA compliance, maintain accurate documentation, and deliver clear communication to users and stakeholders. Collaborate with internal teams to resolve escalations and continuously improve processes by identifying recurring issues and enhancing support efficiency.

Job Benefits

🌟 Performance-Based Growth: Quarterly review and no upper limit for top performers.

⏰ Flexible Working Hours: We focus on results, not clock-ins.

🚇 Convenient Location: Near MRT station — easy commute, no traffic jam.

💼 Startup Culture: Dynamic, open, and collaborative environment.

🏖️ Fun Perks: Company trips, team activities, and a free-flow pantry.

💊 Medical Claims and other team benefits.

Key Responsibilities:

Provide front-line technical support
Handle user inquiries, issues, and requests via support channels in a timely manner

Perform issue troubleshooting and resolution
Diagnose and resolve L1–L2 issues using SOPs, knowledge base, and basic technical analysis

Manage and maintain support tickets
Log, track, and update tickets to ensure proper documentation, status tracking, and closure

Ensure service level compliance
Monitor and meet SLA targets for response time and resolution time

Maintain knowledge base and documentation
Update FAQs, guides, and internal documentation to improve support efficiency

Communicate effectively with users and stakeholders
Provide clear updates, manage expectations, and ensure professional communication

Collaborate with internal teams
Work closely with Developer and Project teams to resolve issues and follow up on escalations

Identify and improve recurring issues
Highlight common problems and suggest improvements to reduce ticket volume and enhance user experience

Requirements:

Diploma or Degree in Information Technology, Computer Science, or related field.

At least 1 year above in IT Support / Helpdesk (Fresh grads are encouraged to apply)

Basic understanding of web applications / SaaS platforms.

Familiar with ticketing tools (e.g., Zendesk, Jira etc) is a plus.

Able to perform basic troubleshooting networking, hardware, and software troubleshooting.

Ability to interpret simple logs or error messages

Good oral and written communication skills with the ability to work effectively in a team

Good problem‑solving skills with the ability to identify, research, and resolve issues

Ability to work in a fast-paced environment and manage multiple projects simultaneously

Proactive, responsible, and able to work independently.

Willing to work the night shift and weekends with replacement off days on weekdays (e.g. Friday and Saturday or Sunday and Monday).