Contract based, 12 Months (Renewable based on Performance)
Hybrid working arrangement
Bangsar, Kuala Lumpur
Key Responsibilities for Mid-Level L2 Support Engineer:
- Technical Support:
- Quickly adapt to and learn various applications, enabling independent resolution of technical issues escalated from L1 support.
- Proactively identify root causes of recurring issues and propose long-term solutions, collaborating on implementation efforts until the issue is permanently resolved.
- Document solutions and troubleshooting steps in a knowledge base to streamline future support activities.
- Customer Service:
- Communicate effectively with users, balancing technical explanations with user-friendly language.
- Maintain thorough documentation in the ticketing system, ensuring clarity and accuracy for team visibility and historical records.
- Collaboration:
- Collaborate closely with L1 support, IT teams, and relevant business team members.
- Escalate issues to L3 support when necessary, with L2 documenting the troubleshooting steps to expand the knowledge base for future resolutions.
- Would require engage in cross-functional projects, offering technical expertise and system-wide knowledge to anticipate potential issues and align with organizational goals.
- Monitoring:
- Monitor system performance, identify potential issues, and take proactive steps to prevent downtime.
- Training and Documentation:
- Develop and maintain documentation for common support issues.
- Assist in training sessions for new tools, software, or protocols, contributing knowledge to enhance team capabilities.
Technical Skills:
- Operating Systems: Wintel, macOS, AS400, and Unix/Linux knowledge, with experience in advanced troubleshooting and configuration tasks.
- Networking: Understanding of basic networking concepts.
- System Logs: Proficient in reading and interpreting system logs, able to trace issues through log analysis and diagnostics.
- Database Management: Working knowledge of database structures and SQL queries to support troubleshooting and data-related inquiries.
- Analytical Skills
- Strong analytical skills to assess technical problems and implement efficient solutions.
- Ability to think critically and offer quick resolutions while minimizing system downtime.
- Skilled in pattern recognition to detect recurring issues and propose long-term fixes.
