L1 Technical Support

6 days ago

Bangsar South, Malaysia Talreso Consultancy & Advisory Sdn. Bhd. Full time

Highly motivated individual experienced in and committed to the field of Application/Technical Support. The role requires strong communication skills, experience in providing customer support and strong technical skills, having aptitude to troubleshoot issues, identify workarounds and solutions, as well as juggle several tasks at a time.

**Your Responsibilities**:

- Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
- Own and track tickets within SLAs
- Identify, resolve or manage the resolution of system issues
- Take calls and service ticket requests on a ticket system
- Supports internal clients with system admin tasks and product knowledge expert advice.
- Seek more information, by asking the right questions to collect information to resolve the issue or escalate to a specialist.
- Communicate to Level 1, 2, 3 teams keeping clients and management informed.
- Manage escalation to 2nd Line
- Updating and managing Knowledgebase
- Technical Support is a 24 hours/ 5 days a week responsibility for customers around the world
- Be a part of a scheduled shift rotation
- Assignments as required and relevant by Management
- Achieve the KPIs

**Requirements**:

- Experience in a relevant position;
- Experience in basic software testing and correction
- Demonstrated success at troubleshooting and excellent communication skills
- Strong knowledge/skills in at least 2 areas from the list below:

- No-SLQ (Mongo)
- Linux/UNIX systems
- JSON and XML syntax
- RESTFul API
- GIT (understanding, work experience)
- Basic scripting and programming: XML, JavaScript and Bash

**Desirable knowledge/skills**:

- Jenkins (ability to develop jobs)
- Knowledge of AWS CloudWatch or MS Azure
- Experience in Confluence apps (Connect, Jira)
- Message Broker system (AMQ)
- Work experience with workflow solutions
- ITIL Certification
- Familiarity with graphics and video editing software

**People Skills**:

- Strong team player with ability to work with remote and

international teams
- Highly organized, structured and process-oriented, with great

attention to detail, accuracy and consistency
- Self-motivation and drive - confidence to work on own initiative

and with limited supervision and
- Ability to effectively prioritize and manage conflicting internal and

external tasks
- Positive, can-do attitude, problem solver, inspiring and driven
- Able to communicate effectively at all levels within a large organisation
- Excellent communication skills, both oral and written English

Pay: RM3,500.00 - RM4,000.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Rotational shift

Application Question(s):

- How many years of work experience do you have with basic programming?

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