L2 Application Support Specialist

Full job description

Responsibilities: 

• Provide timely Level 2 application support to the Level 1 Customer Service team
• Finding solutions from previous issues using the Knowledge Base and educating the Level 1 Customer Service team
• Keeping the Knowledge Base updated when encountering fresh issues and distributing the knowledge to team members
• Contribute pro-actively to improve response time, resolution time and reduce number of incidents
• Responding, investigating, resolving, communicating root cause analysis and recommending solutions in a timely manner
• Actively monitor the usage patterns of the suite of applications and pre-emptively identify abnormal behaviours and respond accordingly
• Occasional light design and programming work relating to scripting and database queries
• Establishing a timeline and protocol for harder-to-solve problems and communicating troubleshooting analysis to Level 3 support for resolution
• Compiling and providing a comprehensive handover of daily task to the team member on duty in subsequent shifts
• Obtain feedback and suggestions for product improvements
• Required to work shifts, weekends & public holidays

Requirements:

• Education Requirement:
  • Bachelor’s degree in Computer Science, Information Technology, or a related field
• Skills Requirement:
  • Strong troubleshooting and problem-solving skills
  • Strong communication and collaboration skills
  • Self-driven and perform duties and responsibilities independently with minimum supervision
  • Maintain confidentiality of information processed or prepared
  • Possess positive attitude and interpersonal skills and project a professional image
  • Fluent in speaking, reading and typing in both English and Mandarin
  • Proficiency in PHP, Javascript, jQuery and/or other scripting language is an advantage
  • Proficiency in basic SQL queries is an advantage
  • Prior experience in a similar application support roles is an advantage

Benefits:

• Competitive salary with performance-based incentives.
• Shift allowances, medical benefits, and career development opportunities.
• A collaborative and growth-oriented work environment.
• Flexi Allowance – min RM 1,000 (depends on grade)
• AL – min 16 days (depends on grade)
• Shift Allowance (Night & Midnight) – RM 85/per shift
• Medical – RM 100 per receipt/RM 1,000 limits per year
• Dental – RM 300
• Optical – RM 300
• Parking Claim / Transport Claim – RM 130

Job Type: Full-time

Working Hours:

Day Shift: 8am to 4pm

Night Shift :4pm to 1am

Overnight Shift: 12am to 9am

Pay: RM 3500 – RM 4500 per month

For Referral only: https://forms.gle/9kjZwCsDshb4DJB58