System Support

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia Agytek Digital Sdn. Bhd. Full time 40,000 - 80,000 per year

We are seeking a skilled IT Operations Engineer to join our dynamic technology team. The ideal candidate will be responsible for maintaining and optimizing our business-critical systems, ensuring high availability, and providing exceptional technical support to our users. This role requires a proactive problem-solver with strong technical skills and excellent communication abilities.

Business System Monitoring & Incident Management:
  • Conduct real-time monitoring of core business systems (e.g., WMS/TMS, CRM, MES) to track their health status and key performance indicators (KPIs).
  • Respond promptly to and handle alerts and user-reported incidents via tickets/phone calls from business users (e.g., customer service, warehouse staff, production planners), quickly assessing the business impact scope.
  • Execute standardized troubleshooting procedures to perform initial diagnosis and restoration for common business operation issues, including system access, order processing, data queries, and report generation.
User Support & Service Request Fulfillment:
  • Efficiently and accurately process user service requests within the ITSM ticketing system, such as user account/permission management, basic data maintenance, and business transaction inquiries.
  • Adhere to established SLAs to ensure timely response and resolution for all business disruption incidents and service requests.
Routine Operations & Deployment:
  • Perform standard operational procedures including daily system start-up/shutdown, health checks, and log backups.
  • Under guidance, complete application version deployments and updates in test/production environments.
  • Document incident handling processes in detail and continuously maintain/update the knowledge base and SOP manuals related to business systems.
Issue Escalation & Collaboration:
  • For complex technical issues or suspected system bugs beyond independent resolution, clearly and accurately describe the symptom, business impact, and steps taken, then escalate to L2/L3 or development teams.
  • Act as a communication bridge between business users and development teams, ensuring accurate and efficient information transfer.
Qualifications & Requirements

Technical Skills

  • Experience with system monitoring tools, ITSM platforms (ServiceNow, Jira)

Soft Skills

  • Strong problem-solving abilities, excellent communication skills, and ability to work under pressure.
  • Experience in manufacturing or logistics industry

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