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Job Description
Key Responsibilities:
• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot both functional and technical issues of the product which may be related to
other IT areas (e.g. network, OS)
• Follow-up and ensure ticket is created, updated, and resolved within SLA
• Liaise and collaborate with our global head quarter to team up for knowledge transfer, and process
improvement activities
• Properly escalate unresolved incidents to appropriate internal, external teams following the workflow in a
timely manner
• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot both functional and technical issues of the product which may be related to
other IT areas (e.g. network, OS)
• Follow-up and ensure ticket is created, updated, and resolved within SLA
• Liaise and collaborate with our global head quarter to team up for knowledge transfer, and process
improvement activities
• Properly escalate unresolved incidents to appropriate internal, external teams following the workflow in a
timely manner