L2 Application Support

19 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia Two95 International Full time 60,000 - 120,000 per year


• Ability to keep Customer at the forefront of all requests and advocate for the Customer's needs at all times.


• Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media.


• Identify, resolve or manage the resolution of system issues


• Troubleshoot platform issue raised by clients or internal and escalate to the next level if can't be solved beyond the expertise


• Communicate to other department and teams keeping stakeholders and management informed


• Updating and managing Knowledge base


• Manage escalation process of issues from L1


• Mentor Technical Support Specialists (L1) to help them understand more complex issues/ configurations

Own and track tasks within SLAs

Requirements

Specialist Knowledge/Experience Required


• Experience in a relevant position;


• Experience in software testing and correction


• Consistent performance under pressure


• Demonstrated success at troubleshooting and excellent communication skills


• Strong knowledge/skills in at least 4 areas from the list below:

o    No-SLQ (Mongo)

o    Linux/UNIX systems

o    JSON and XML syntax

o    RESTFul API

o    GIT (understanding, work experience)

o    Basic scripting and programming: XML, JavaScript and Bash

Desirable knowledge/skills:

o    Jenkins (ability to develop jobs)

o    Knowledge of AWS CloudWatch or MS Azure

o    Experience in Confluence apps (Connect, Jira)

o    Message Broker system (AMQ)


• Work experience with workflow solutions


• ITIL Certification


• Familiarity with graphics and video editing software

Desirable:


• Familiarity with graphics and video editing software


• Knowledge and experience working with packet analyzer programs


• Bachelor's degree or equivalent tertiary qualification or certification


• ITIL Certification

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


• A quick learner who enjoys overcoming challenges, resolving issues or escalating as needed


• Proven relationship building skills

MUST HAVE

1. Technical Support exp in L2 or L3

2. Exposure to application support

3. API, FTP, Network, AWS, Unix, ,

4. Good analytical thinking and problem solving skill

GOOD TO HAVE

message queue i.e AMQ, SQS


• Excellent communication skills, both oral and written English


• Additional languages will be beneficial


• May be required on occasion to work outside standard working hours


• Candidates must be eligible to work and live in the country of employment

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