Application Support Engineer

EPF Malaysia; Petaling Jaya; On-site; MYR 60,000 - 80,000; Full time

Job summary

An established government organization is seeking an Application Support Engineer in Petaling Jaya. The role involves supporting and enhancing IT applications, ensuring timely incident resolution, and maintaining systems for high availability. The ideal candidate holds a degree in Computer Science or IT with at least 3 years of application support experience, coupled with strong problem-solving skills.

Qualifications

• Malaysian citizen and passed the Malay Language at SPM level.
• Minimum 3 years of experience in system/application support.
• Certification in relevant IT fields is an added advantage.

Responsibilities

• Manage application support including implementation, maintenance, and administration.
• Provide technical support, resolve incidents, and ensure high system availability.
• Lead and participate in projects for application enhancements and upgrades.

Skills

Problem Diagnosis

Troubleshooting

Attention to Detail

Collaboration

Communication (English & Bahasa Malaysia)

Education

Bachelor's degree in Computer Science or IT

Tools

SQL

Windows OS

Linux

.NET Framework

Java

Job description

JOB SUMMARY

The Application Support Engineer is responsible for the application support including the implementation, enhancement, maintenance and administration of IT applications and their components. They will work closely with the Business Users to provide application operational support and to ensure timely and efficient resolution of IT application-related incidents.

JOB RESPONSIBILITIES

1. Application Implementation and Enhancements

• As the Subject Matter Expert (SME) / reference for the IT Application, and technical domains including system/solution architecture, the related components, design, technical, functional, operational, integration, etc.
• Analyze current application and infrastructure technical and functional requirements, and plan for future enhancements or upgrades.
• Lead, drive or participate in end to end management and execution of projects/change requests to implement enhancements and upgrades within mutually agreed scope, timelines and budget with minimal disruptions to business and operations and in accordance with relevant IT frameworks, guidelines and policies.
• Proactively coordinate and manage system and technical issues, risks and escalate the issues/risks appropriately for resolution.
• Develop and maintain IT system technical documentations including Technical Operation Manual, Guideline, ‘Arahan Kerja’, and reports.

2. System/Application Maintenance and Administration

• Administers, monitors and regulates operating system and platform components within the network, covering aspects of operating systems, hardware, appliances, applications, modules and other related components with those systems in all environments.
• Proactively monitor, manage and maintain application / systems to ensure that these systems are always in high availability to function at any time.
• Coordinate maintenance tasks for the application / systems, infrastructure and related components to ensure optimal maintenance, availability and performance.
• Proactively monitor the availability, capacity, resource utilization, performance and throughput of supported applications / systems to minimize service interruptions and downtime.
• Prioritize, schedule and delegate assignment of support activities and tasks.
• Ensure the application/systems are updated and in compliance in terms of software & security patching, remediation vulnerability, software updates, technology refresh, obsolescence, system / application bugs, and etc.

3. System/Application Technical Support

• Resolve IT system technical incidents, service requests and problems in a timely and efficient manner in line with business requirements.
• Provide appropriate maintenance, technical support and incident management processes and procedures to support and maintain the system, and to investigate and resolve the technical incidents in production and disaster recovery environments.
• Coordinate technical / deployment / implementation tasks and activities related to the IT systems with relevant internal teams and external parties as and when required.
• Provide timely communication to relevant parties internally, other departments and divisions, the business owner as well as business users on the status of the service requests and incidents.
• Liaise and coordinate with the respective IT systems’ vendors to ensure the system / application incidents and problems are resolved in a timely and professional manner.
• Ensure problem prevention methods are continually applied to improve service levels and reduce costs by undertaking problem diagnosis, implementing problem resolution and applying appropriate proactive prevention to the IT systems.

4. Disaster Recovery and Business Continuity

• Ensure IT Systems and Infrastructure in the disaster recovery environment are implemented, updated, maintained and ready for disaster recovery execution.
• Participate in disaster recovery simulation activities (planning, preparations, testing, simulation, execution) as and when required.
• Prepare and update disaster recovery documentations i.e. Disaster Recovery Procedure, Disaster Recovery Checklist, Disaster Recovery Run book, system recovery workflow, etc.

5. Technical Support Assistance and Ad-Hoc Task

• Assist in providing information and support for technical deployment / implementation tasks and activities of other related systems, solutions and technologies.
• Cooperate with other teams / parties (internal and external) in ad-hoc projects / tasks / activities related.
• Prepare technical documentation, reports, slide or other deliverables related to systems / applications as and when needed.

JOB REQUIREMENTS

• Malaysian citizen
• Passed the Malay Language (including oral test) at Sijil Pelajaran Malaysia (SPM) level.
• A bachelor’s degree (Honours) in Computer Science, Information Technology or equivalent which is recognized by the Government from any local or abroad higher learning institution in related field of study or qualification in a related field of study which is recognized by the Government.
• Possess any certification or accreditation related to system/application administration and support from recognized IT organization is an added advantage.
• A solid track record of at least 3 years of relevant experiences in system/application administration or system/application support role with skills in IT problem diagnosis, troubleshooting and resolution.

General Skill

• Work independently, manage multiple tasks, and solve problems effectively.
• Demonstrate attention to detail and collaborate well with cross-functional teams.
• Communicate clearly in English and Bahasa Malaysia; show proficiency in English as a plus.
• Perform under pressure and meet tight deadlines.
• Complete tasks from start to finish with minimal supervision.
• Support tasks beyond regular hours when needed.

Technical Skills

• Understand server administration, system architecture, and maintenance, with experience in Windows OS, Terminal Services, Virtualization, and infrastructure technologies.
• Understand database systems with basic knowledge of components, operations, and SQL.
• Possess familiarity with open-source operating systems like Linux and basic scripting languages such as PowerShell (added advantage).
• Demonstrate knowledge of application development languages and components like .NET Framework, Java, and ColdFusion (added advantage).
• Grasp basic networking, firewalls, security, backup, storage, and enterprise IT technologies such as HCI, Cloud, IoT, and other emerging technologies.

JOB STATUS

Permanent

All applications are treated with strict CONFIDENTIALITY. Only shortlisted candidates will be contacted for interviews. Applications are considered UNSUCCESSFUL if no feedback is received within 2 MONTHS of the closing date.