L2 Technical Support

5 days ago

Kuala Lumpur, Malaysia Agensi Pekerjaan Ideal Reliance Sdn Bhd Full time

**1. Technical Skills**
- 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
- 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.

**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)

**5. Security Awareness**

**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.

**Job Requirements**:

- 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.

**Additional Details**:

- **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 5.345M

**Job Type**: Contract
Contract length: 12 months

Pay: RM4,500.00 - RM8,500.00 per month

**Benefits**:

- Health insurance
- Professional development

Schedule:

- Monday to Friday

Work Location: In person

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