Job Description

Key Responsibilities:

• Perform non-voice interactions to assist customers with technical issues that could arise in supported applications. Some of the interaction channels are email, Microsoft Teams and Jira.
• Create, categorize, and assign tickets in Jira based on issue type and priority, and track progress until closure.
• Determine the problem and provide technical resolution on first contact or escalate to the relevant team as per process.

Ticket Management & Follow-up

• Personalize and take ownership in your interactions with customers to drive cases to closure by making follow ups and regularly updating the customers with regards to case progress.
• Monitor Jira ticket status, update progress periodically, and proactively remind relevant teams to resolve overdue or high-priority issues.
• Compile ticket data and generate periodic reports (e.g., issue categories, resolution time), offering suggestions for process improvement.

Basic Technical Support

• Perform initial troubleshooting for common system issues (e.g., account permissions, access failures, data anomalies), and provide basic solutions.
• Assist in reproducing reported issues, collect necessary logs or screenshots, and escalate to second-line teams, if necessary, for further investigation.
• Provide feedback to the Team Lead/Team Manager on areas for improvement.

Cross-Team Collaboration

• Collaborate with development, network, and database teams to drive resolution of complex issues.
• Contribute to the creation and maintenance of internal knowledge base (e.g., FAQs, user guide).

Other Responsibilities

• Attend team trainings and meetings.
• Learn and adapt to new application and process via training.
• Perform or participate in any other ad-hoc task given by your Team Lead/Team Manager.
• Attend and be punctual to work based on the schedule provided in relation to business needs.

Requirements:

• Degree, Diploma or an equivalent professional qualification.
• Professionalism in spoken and written English.
• Ability to support a 2pm - 11 pm (GMT +8) schedule.
• Self-motivated and result oriented team player with good interpersonal skills.
• Be adaptable and flexible in a fast paced and dynamic work environment.
• 1+ year of experience in IT support or operations

Technical Skills

• Experience in collaboration tools such as Jira and Confluence; familiar with ITSM processes.
• Basic data analysis skills (e.g., Excel/Google Sheets for statistics and charting).
• Experience with Microsoft Operating System and Office Suites.
• Understanding of common troubleshooting methods for networks, databases, or APIs (e.g., HTTP status codes, log queries). (Preferred)
• Experience with auto-flow operations (e.g., Power Automate). (Preferred)
• Familiarity with e-commerce platform architecture (e.g., order systems, payment systems, warehouse systems); experience with ECC/SAP operations platforms. (Preferred)
• Experience in scripting (e.g., Python/PowerShell) for automating simple tasks. (Preferred)

Interested candidates are invited to submit their resume and cover letter to Alysha.Sallehudin@adecco.com and please include "Associate IT Operations Engineer" in the subject line.