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The eCEOs

Frontline Support & Incident Management

The eCEOs
Malaysia, Kuala Lumpur
Fresher
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Job Description

  1. Frontline Support & Incident Management
  • Serve as the first point of contact for user support via email, chat, or ticketing system.
  • Diagnose and resolve Level 1 issues such as password resets, account access, and basic software/hardware problems.
  • Ensure timely ticket triage and escalation following ITIL/DevOps incident workflows.
  1. Advanced Troubleshooting & Root Cause Analysis
  • Handle Level 2 escalations involving system errors, application troubleshooting, SQL queries (optional), and configuration issues.
  • Perform root cause analysis and propose permanent fixes to reduce recurring incidents.
  • Collaborate with development teams to validate bug reports and assist in patch deployment.
  1. DevOps & Continuous Improvement
  • Participate in post-incident reviews and contribute to continuous improvement initiatives.
  • Suggest automation opportunities for repetitive support tasks (e.g., profile checking, health checks).
  • Support monitoring and alerting systems to proactively identify issues before they impact users.
  1. Cross-Functional Collaboration
  • Coordinate with infrastructure, development, tenant management, and business units to resolve complex issues.
  • Act as a liaison between support and DevOps teams to ensure smooth deployment and rollback processes.
  1. Knowledge Management
  • Document troubleshooting steps, solutions, and known issues in the knowledge base.
  • Maintain updated SOPs for common incidents and onboarding/offboarding workflows.
  1. User Lifecycle Management
  • Support onboarding/offboarding activities, including user accounts, system access, and hardware setup.
  • Ensure compliance with security and access control policies during provisioning.
  1. Onsite & Remote Support
  • Provide onsite support as needed; travel may be required, so own transport is essential.
  • Ensure remote troubleshooting capabilities are optimized for distributed teams.

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
It Support
Employment Type:
Full time

About Company

The eCEOs

Job ID: 145215681

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Last Updated: 31-03-2026 04:44:00 PM
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