Platform Support Technician at Appspace

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, IT ServicesIndustries

Requirements

High school diploma or equivalent
5-7 years of experience in IT support or a related field
Basic understanding of Cloud computing concepts
Hands-on experience provisioning, managing, and decommissioning cloud services within a Tier 1 Cloud platform like Microsoft Azure or Google Cloud
Experience with ticketing systems and IT service management principles (ITIL a plus)
Strong problem-solving and analytical skills
Preferred Qualifications
Associate’s or Bachelor’s degree in Information Technology or Computer Science
Knowledge of scripting or programming languages, such as Python

Responsibilities

Provides initial assessment, triage, and resolution of Cloud-related incidents and service requests
Accurately diagnoses and troubleshoots incoming issues, escalating to senior team members or engineering when necessary
Guides users through problem-solving steps and provides timely updates on incident status
Documents all incidents and resolutions in the ticketing system
Fulfills service requests related to software, hardware, and workplace equipment following established procedures
Processes approved user and access management requests according to company policies
Responds to technical inquiries and provides basic Cloud support to users
Implements technical change requests and follows best practices as directed by senior team members
Actively participates in team discussions to identify areas for improvement in workplace processes
Stays informed about IT/SysAdmin best practices and industry trends
Proactively identifies and communicates potential issues or ambiguities in operational procedures
Continuously develops technical skills and knowledge through self-learning, peer collaboration, and formal training
Effectively utilizes documentation and resources to troubleshoot and resolve issues
Seeks feedback and mentorship from senior team members to enhance performance
Demonstrates strong communication and interpersonal skills, both written and verbal
Monitors system alerts and notifications for potential issues
Performs basic troubleshooting and escalates as needed
Contributes to the creation and maintenance of knowledge base articles and documentation
Uses existing documentation and resources to resolve common issues
Maintains a positive and professional attitude when interacting with users
Provides timely and accurate communication regarding issue status and resolution
Strives to exceed customer expectations and deliver excellent service

Skills

Key technologies and capabilities for this role

Cloud SupportIncident ManagementTroubleshootingTicketing SystemService RequestsUser Access ManagementProblem SolvingIT SysAdminKnowledge BaseCustomer Service

Questions & Answers

Common questions about this position

What is the work arrangement or location policy for this role?

Appspace offers a flexible work culture with global office locations, allowing you to work wherever and however you're at your best.

What key skills are required for the Platform Support Technician role?

Key skills include diagnosing and troubleshooting Cloud-related issues, strong communication and interpersonal skills both written and verbal, customer service, incident management, and monitoring system alerts.

What is the company culture like at Appspace?

Appspace fosters a flexible work culture focused on creating better work experiences, building lasting connections, enjoying work, and helping employees grow their roles.

What does a strong candidate for this position look like?

A strong candidate excels in troubleshooting Cloud issues, provides high-level customer service with a positive attitude, demonstrates strong communication skills, actively participates in improvements, and continuously develops technical skills through learning and collaboration.

What is the salary or compensation for this role?

This information is not specified in the job description.

Appspace

Workspace management and employee communication platform

About Appspace

Appspace provides a workspace management platform that enhances communication and operational efficiency within organizations, particularly in the healthcare and public sectors. The platform allows for content delivery to workplace devices, such as digital signage, and helps manage physical spaces through features like fast check-ins, capacity management, and reservations for desks and rooms. Additionally, it offers tools for analyzing visitor volume and behaviors to optimize space utilization. Appspace operates on a subscription-based model, ensuring a steady revenue stream while continuously updating its services. The platform also serves as a central hub for employee communication, providing access to announcements and tools for all employees, including frontline workers. Appspace's flexibility and scalability make it a valuable partner for organizations aiming to improve their work environments and employee engagement.

Dallas, TexasHeadquarters

2002Year Founded

GROWTH_EQUITY_VCCompany Stage

Government & Public Sector, Enterprise Software, HealthcareIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Mental Health Support

401(k) Retirement Plan

Unlimited Paid Time Off

Flexible Work Hours

Remote Work Options

Paid Vacation

Paid Holidays

Risks

Loss of key personnel like Jeff Cate may impact strategic direction.

Over-reliance on Microsoft Teams could limit adaptability to other tools.

Competitive market pressures may erode Appspace's market share if innovation lags.

Differentiation

Appspace integrates with Microsoft Teams, enhancing workplace communication and productivity.

The platform unites physical and digital workplaces, supporting remote and on-site employees.

Appspace offers a comprehensive solution with features like digital signage and visitor analytics.

Upsides

Strategic investment from Accel-KKR fuels product innovation and market expansion.

Integration with Microsoft Teams increases user adoption and engagement.

Appspace's Thought Leadership Hub attracts clients seeking innovative workplace solutions.

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