L2 Technical Support

1 week ago


Kuala Lumpur, Kuala Lumpur, Malaysia Unison Consulting Full time
Responsibilities
  • Finding cause of issues assigned using logs, knowledge base, other support sources (cover front and backend).
  • Working on the life-cycle of help desk incidents.
  • Resolving the issue based on support documents/knowledge base especially if it falls into system configurations, restarts, etc.
  • Assigning the ticket to L3 support if necessary; otherwise, fixing the issue by code changes.
  • Maintaining the Knowledge base.
  • Guiding customer support teams (MGCC/ SFU) on troubleshooting the issues or guiding to get more clarity on the issues.
  • Review information and training available for L1 support.
  • Review Application logs for exceptions and find root cause of the issues and work on resolution (self or via L3 support).
  • Support DR activities.
  • Ability to learn technologies and deliver as per Team's requirements.
Minimum Requirements
  • Minimum 3 years' experience in L2 support and fixing production issues.
  • Prefer previous knowledge in Banking Domain, Payments Domain, Lifestyle Apps Domain.
  • Min Technical Skills:
    • MAE, SME, RMBP Regional, BTS - Spring Boot
    • M2U MY, M2U Regional, M2U biz - Spring Boot, Struts or Exposure to Java Web technologies like JSP, Servlets
    • MBPNS, MDIP, QRMS, SSL – Node.js
  • Good to have: Grafana/Prometheus/Dynatrace/ELK
  • Minimum soft skills required.
  • Ability to quickly learn the Company's product.
  • Knowledge of relevant technology which will help effective L2 Support.
  • Good communication skills.
  • Good documentation skills.
  • Team player with a good attitude.
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