About the Role
We are seeking a proactive and detail-oriented Tech Support Specialist to join our IT team. In this role, you will be responsible for diagnosing and resolving technical issues, providing timely support to employees, and ensuring smooth operations across software and systems. You will act as the first line of defense in troubleshooting, offering practical solutions and escalating issues when necessary.
The ideal candidate should have strong experience in technical support (L1 and L2), log analysis, and root cause identification. Proficiency in Windows/Linux/Mac OS environments, along with knowledge of monitoring tools like Grafana, is essential. Strong communication, problem-solving skills, and the ability to work under pressure are key to succeeding in this role.
You will also contribute to documentation, evaluate new technologies, and play a critical role in ensuring operational efficiency and user satisfaction.
Requirements
Responsibilities:
Identifying software solutions.
Troubleshooting technical issues.
Diagnosing and identifying bugs.
Speaking to employees to quickly get to the root of their problem.
Providing timely and accurate employee feedback.
Talking employees through a series of actions to resolve a problem.
Following up with employees to ensure the problem is resolved.
Providing support in the form of procedural documentation.
Managing multiple cases at one time.
Testing and evaluating new technologies.
Review Logs and understand the issue
Monitoring alerts and Dashboards Qualifications/Experience
BSc in Computer Science or related field.
Excellent knowledge of software and application design and architecture.
A technical mindset with great attention to detail.
Understanding of software quality assurance principles.
Experience with software development lifecycle (SDLC) processes.
Experience with service-oriented architecture (SOA).
Prior experience in tech support, desktop support, or a similar role.
Proficiency in Windows/Linux/Mac OS.
Experience with remote desktop applications and help desk software.
Experience in Logs Monitoring tools like Grafana
Attention to detail and good problem-solving skills.
Excellent interpersonal skills.
Good written and verbal communication skills
Understanding of web security standards and best practices.
CRM knowledge will be a plus
Experience with Tech Support on L1 and L2 level
Able to review Logs and understand the issue
Ability to perform root cause analysis and reports
Confident with SQL and writing database queries
Keen to work with dashboards and alerts and how to respond to those on a timely manner
Able to work under pressure when issues occur
Basic understanding of javascript and python
knowledge in Metatrader platforms and networking
About the Company
Krenovator is a Southeast Asia-based tech company specializing in tech talent solutions, IT managed services, and AI-powered platforms for workforce automation. Founded with the mission to empower AI and digital transformation, we connect businesses with vetted tech talent and offer scalable IT sourcing, support, development, and system maintenance services. Currently, we are serving Entrprise clients in Malaysia, Europe and Middle East.