Job Description
Job Title: L3 Support Analyst
Organization: Vontier
Location: Malaysia
Workplace Type: In-Person / Hybrid
Department: Customer Support
Reports To: Sr Support Analyst
Job Overview
As the Support Analyst, you will be responsible for providing technical third level support to customers and partners, for resolution of basic to highly complex technical problems related to installation, maintenance, use and repair of company's products.
Responsibilities
Support
- Analyze Incident analysis and resolution
- Attending and participating customer meetings in relation to support
- To act as the first escalation point for customers
- To be a Subject Matter Expert (SME) for at least one of our products
- Reported issues - work through to root cause wherever possible
- Confirm the issue and liaise with relevant department for fix or functional modification
- Coordinate and plan for release into support upon discussion and confirmation
- Key point of contact with internal departments in regard to incident progress; ensure visibility and updates as required
- Information gathering for project transition / support handover as required
- Interface with customers and customer agents, escalating as required to keep relevant stakeholders updated and informed of the issues and communications with customers
- Work collaboratively with the Support Team; ensuring informed and updated on status and resolution plans to maintain customer and partner satisfaction levels
- Be on site to provide an overview of issues as required
- Monitor support team mailbox
- Assist with training to external and internal customers as required
- Performing root causes analysis.
- Developing checklists for reoccurring problems.
- Developing recommendations for procedures to prevent problems.
- Evaluating and resolving complex problems that arise.
- Troubleshooting hardware and software issues.
- Performing user administrative tasks.
- Maintain knowledge base for support team
- Documenting common support procedures that coworkers can follow.
- Providing support remotely when necessary.
- Engage with development team to deploy fixes and maintenance releases to production site
- Must be able to work on a shifting schedule including on call weekends
- Available for on call support for customers with 24/7 support contract
- Must be able to work on extended hours when necessary
System Management
- Ensure appropriate and correct logging and assignment of issues in JIRA
- Assist with collation and interpretation of data for monthly reporting
- Provide reports on trends and data analysis as required
- Update Intranet associated with Support Team
Required Skills / Qualifications / Certifications
- Tertiary qualification in Engineering or Computer Science
- Experience being front line with customers (meetings, support matter discussions) is a must
- Technical skills including high level understanding of software development, network systems, software test
- Problem investigation and resolution experience in a software environment
- Multitasking skills
- Knowledge with Excel and SQL database is a must
- Knowledge of electronic payment systems and relevant security standards
- Knowledge of ITIL service management processes
- Knowledge of retail systems (particularly in the petroleum industry)
- Excellent communication skills both written and verbal
Desirable:
- Support analyst experience within an IT environment; providing application or site systems support to level 3 (or advanced support at level 2)
- Experience supporting payment systems (e.g. banking/finance industry)
- ITIL Foundation certificate or professional Help Desk certification
- Knowledge with VBA, XML and JSON
- Experience with Jira & Salesforce
This job description is not intended to be complete or limiting. The Company may vary these duties and responsibilities at any time in its discretion, and the Employee acknowledges that they need to be flexible to meet business objectives as well as the requirements of the Employee's role.
