Technical Support Engineer

2 weeks ago

Wang Thonglang, Bangkok, Thailand SKY ICT PUBLIC COMPANY LIMITED Full time ฿250,000 - ฿400,000 per year

You will provide first-line technical support with a focus on application troubleshooting, basic system diagnostics, and deployment support, ensuring smooth operation of Metthier's products and systems. This role is ideal for candidates with IT Support or System Support backgrounds who want to grow into Application Support / System Engineer paths.

Responsibilities
1. First-Line Technical Support for Applications & Systems
  • Serve as the primary point of contact for customers experiencing technical issues with Metthier's systems.
  • Provide prompt support via phone, email, chat, and ticketing systems.
  • Perform initial troubleshooting for applications, integrations, system access, and configurations.
  • Collect logs, error screenshots, and system details for accurate diagnosis.
  • Document symptoms, steps taken, and system environment clearly.
2. Issue Resolution & Escalation
  • Resolve common application and configuration issues.
  • Escalate complex cases to Tier 2/3 with complete technical details and reproduction steps.
  • Monitor escalated tickets and follow up with internal teams to ensure timely resolution.
  • Support application deployment by performing basic checks, validating behavior, and reporting anomalies.
3. Documentation & Knowledge Management
  • Log all support interactions and troubleshooting steps in the ticketing system.
  • Create and maintain FAQs, troubleshooting guides, and known issue documents.
  • Identify recurring cases and recommend updates to manuals or internal processes.
4. Shift-Based Operations
  • Work on rotating shifts (including nights/weekends/holidays).
  • Ensure smooth handover between shifts with clear status updates.
  • Maintain consistent team communication and customer experience.
5. Customer Experience
  • Deliver clear technical explanations to non-technical users.
  • Maintain a helpful, calm, and service-minded approach.
  • Ensure customer satisfaction through timely and accurate support.
Qualifications
Must-Have
  • Bachelor's degree in IT, Computer Science, Engineering, or related fields.
  • 1–3 years of experience in Technical Support / IT Support / Application Support.
  • Strong understanding of IT fundamentals:

    – Windows / Linux basics

    – Networking (DNS, IP, firewall basics)

    – Application / system troubleshooting
  • Experience using ticketing systems (Zendesk, Jira, ServiceNow).
  • Ability to explain technical concepts clearly in English.
  • Strong analytical and problem-solving skills.
  • Ability to work rotating shifts.
Nice-to-Have (Highly Advantageous)
  • Experience with application deployment or system rollout.
  • Familiarity with cloud platforms (AWS, Azure, GCP).
  • SQL basics (queries, troubleshooting).
  • IoT or smart-building system exposure.
  • Experience with remote support tools.

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