We are looking for an IT Support Analyst (L2) to investigate, troubleshoot, and resolve application and system issues escalated by L1 support. The role involves providing technical assistance, analyzing system logs and workflow records, coordinating with users and technical teams, and identifying root causes. The successful candidate will ensure timely incident resolution, provide workarounds and recommendations, and escalate complex technical issues to L3 support when necessary.
Job responsibilities:
- Receive, investigate, and resolve IT incidents and technical issues escalated by L1 support.
- Perform end-to-end troubleshooting of application, system, and process-related issues.
- Review system logs, case records, integration logs, workflow history, and audit trails.
- Coordinate with end users and technical teams to gather information, investigate issues, and validate solutions.
- Identify root causes and classify issues related to processes, data, configurations, or system defects.
- Provide Root Cause Analysis (RCA), temporary workarounds, and recommended resolutions.
- Escalate complex technical issues and system defects requiring L3 support.
- Monitor incident progress and ensure timely resolution in accordance with support requirements.
Pay: From RM6,000.00 per month
Benefits:
- Health insurance
Application Question(s):
- Will you require sponsorship to work in Malaysia?
- How many years of relevant experience do you have on the applied role?
- How many days is your notice period?
- How much is your expected salary?
- Are you open working on contract for 1year, extendable?
Language:
- Mandarin (Preferred)
Work Location: In person
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