Tech Support L1/L2

2 days ago

Kuala Lumpur Centre Kuala Lumpur, Malaysia Oxydata Software Sdn Bhd Full time 60,000 - 80,000 per year

Key Responsibilities

  • Troubleshoot and resolve customer issues for the full suite of backup and recovery products, both remotely and on-site
  • Diagnose and resolve software, hardware, networking, and application problems using remote desktop and support tools
  • Manage and monitor backup operations, disaster recovery plans, and storage utilization, ensuring efficiency and reliability
  • Document technical procedures, support case notes, and solutions for customer issues.
  • Perform root cause analysis and escalate software bugs or product enhancements as needed
  • Contribute to labs, simulations, and product beta testing initiatives
  • Provide best-in-class support via phone, email, and online forums, maintaining high customer satisfaction.
  • Coordinate with product development and engineering teams for advanced troubleshooting and resolution.

Qualifications

  • Bachelor's degree in Computer Science, Information Technology, or equivalent relevant experience
  • Minimum 3-5 years' experience in technical/customer support, preferably within enterprise data backup and recovery environments
  • Experience in backup recovery software/solution e.g. Commvault,  Veritas, Veeam, NetBackup,  Avamar, Dell PowerProtect Data Manager , IBM Storage Protect  or other similar software
  • Strong troubleshooting skills in one of the followings: Windows Server, Linux, VMware/Hyper-V, and networking fundamentals
  • Experience with implementation, configuration, and monitoring of enterprise backup solutions.
  • Good written and verbal communication skills in Chinese/Mandarin or Japanese

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