Job Description

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Service Desk Expert L2
Job Location: Kuala Lumpur
Location Flexibility: Primary Location Only
Req Id: 4215
Posting Start Date: 11/26/25
Job Title: GK L2 Application Support Analyst
Location: GDC Malaysia (Candidates must be based in Malaysia and possess experience in Level 2 application support)
Department: GK L2 Support
Reports To: GK Support Lead / Operations Manager
As a GK L2 Application Support Analyst, you will be part of a newly formed team providing second-line support for one of the retail stores applications. This is a priority service for FJ, and team members are expected to work from the office during core hours, especially in the initial phase. Candidates must be based in Malaysia and possess experience in Level 2 application support
? Key Responsibilities
? Incident & Problem Management

• Provide high-level guidance to the Service Desk (1st line support).
• Analyze incidents and service requests (SRs), restore and recover services where feasible.
• Investigate issues to isolate root causes and raise problem requests in TFSNow.
• Route unresolved issues to 3rd line support and collaborate on ongoing problems.

?? Application Configuration & Maintenance

• Configure applications using the administrator module.
• Analyze log files and manage transaction workflows.
• Run and manage PowerShell and SQL scripts.
• Perform routine maintenance of business applications.

? Reporting & Documentation

• Create and distribute test summary reports.
• Update the Knowledge Base with solutions and troubleshooting history.
• Document features, test designs, and analysis.

? Quality Assurance & Testing

• Design, prioritize, and execute manual test cases.
• Verify releases and hotfixes before UAT and production deployment.
• Report defects and conduct regression and confirmation testing.

? Customer Interaction

• Participate in DCB meetings and investigate UAT issues.
• Sync issues between customer and internal bug trackers.
• Support 3rd line teams with production defect investigations.

? Daily Checks & Monitoring
TypeNameFrequencyGoalNotesRegular CheckMSMQ MonitoringHourlyEnsure no issues on store servers' MSMQ queuesUpdates tracked via TFSNow
Regular CheckNightly System CheckDailySanity check and corrective actions before store openingIncidents raised in ITSM if needed
? Required Skills & Knowledge

• Strong understanding of Windows services and MSMQ.
• Experience with PowerShell and SQL scripting.
• Familiarity with incident management tools (e.g., TFSNow, ITSM).
• Analytical skills for log file analysis and issue investigation.
• QA and testing experience in virtual and physical environments.

? Work Environment

• Office-based during core hours (initial phase).
• Collaborative team setting with cross-functional interaction.

Resource Requirements:
QA experience (preferably with retail background)2nd line support experience (preferably with retail background)
Ability to travel to Europe for training in Q1-Q2 2026, stay probably 2 to 3 weeksAvailability to work from the office for the first 12 months post-project start (hybrid option later)
Agreement to a contract clause limiting attrition post-training (tentatively 2-year commitment; HR to confirm)
Shift 24/7
Relocation Supported: No
Visa Sponsorship Approved: No
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