Job Description

MohonKelayakan

• Proven experience in technical support, with at least 2 years in L2 or similar roles.
• Strong knowledge of on the area of networking, cloud platforms, hardware, software, operating systems, etc.
• Excellent problem-solving skills with the ability to analyze and resolve technical issues effectively.
• Strong communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical customers.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Experience with troubleshooting tools, diagnostic software, and ticketing systems.

Tanggungjawab1. Technical Skills

• System and Application Knowledge: Supporting applications, including their functionality, architecture, and dependencies.
• Database Knowledge: Familiarity with SQL and the ability to query databases for troubleshooting.
• Operating Systems: Proficiency in working with different operating systems like Windows, Linux, or Unix
• Troubleshooting and Debugging: The ability to identify the root cause of issues by analyzing logs, application data, system performance, and user interactions.
• Web Technologies: Understanding of web technologies such as HTTP/HTTPS, web servers, web frameworks, APIs, etc. Scripting and Automation:
• Knowledge of scripting languages will be an added advantages (e.g., Python, Shell scripting, PowerShell) to automate common tasks, resolve issues, and generate reports.

2. Incident Management

• Ticketing Systems: Experience with IT service management (ITSM) tools like ServiceNow for tracking, escalating, and documenting incidents.
• Escalation Procedures: Ability to escalate issues to development teams, system admins, or vendors when necessary and manage the communication between teams.
• Change Management: Familiarity with processes around change management and applying fixes or patches to applications in a controlled manner.

3. Communication Skills

• Documentation: Writing clear, detailed documentation for troubleshooting steps, solutions, and best practices.
• Customer Interaction: Interacting with end users or customers, providing updates, and managing expectations.
• Collaboration: Working with cross-functional teams (development, infrastructure) to resolve complex issues

4. Application Support Tools

• Cloud Services: Understanding of cloud environments (AWS)
• Monitoring Tools: Knowledge of monitoring tools for tracking system health, application uptime, and performance.

5. Security Awareness

• Security Best Practices: Awareness of security protocols (e.g., SSL/TLS, authentication, and authorization mechanisms) to ensure that application issues & compromise security. Access Control: Understanding user access levels and privileges, and the ability to troubleshoot permission-related issues.

6. Knowledge of Industry Best Practices

• ITIL Knowledge: Understanding of ITIL (Information Technology Infrastructure Library) principles for incident, problem, and change management can be helpful.
• Service Level Agreements (SLAs): Familiarity with SLAs to manage user expectations and meet resolution targets.

Manfaat

• Salary Range: Up to RM8,000.00 (depending on years of experience)
• Contract Duration: 12-Months (yearly renewal)
• Location: Kuala Lumpur
• Working Hour: Monday to Friday, 8.45AM to 5.45PM

KemahiranTroubleshooting Knowledge of Operating Systems Communication Skills Hardware Knowledge Networking Fundamentals Technical Documentation Software Applications Application Support Debugging Incident ManagementPeringatan PentingJangan pernah kongsikan maklumat bank atau kad kredit anda semasa memohon pekerjaan. Elakkan membuat sebarang pembayaran atau mengisi survey yang tidak berkaitan. Jika ada yang mencurigakan, sila laporkan iklan pekerjaan ini segera.

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