Application Support Engineer (System 6 Analyst)

Chubb Insurance; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading insurance firm in Kuala Lumpur is seeking an Application Support Engineer to provide technical support and maintain software applications. The ideal candidate will have a Bachelor's degree in IT, a minimum of 3 years' experience, and strong troubleshooting skills. Responsibilities include resolving software issues, assisting end-users, and automating business processes. Candidates should be well-versed in PowerShell, databases like MSSQL, and ticketing systems. Flexibility in working hours is required.

Qualifications

• 3+ years experience in an ITIL-based environment as Application Support Engineer.
• Deep understanding of application support methodologies and best practices.
• Ability to work with cross-organizational teams and handle customer complaints.

Responsibilities

• Identify, analyse, and resolve software issues.
• Provide technical support to end-users, ensuring a positive experience.
• Maintain and monitor software system performance, including upgrades.

Skills

Troubleshooting and issue resolution

Technical support to end‑users

Software maintenance

Business process automation

Analytical thinking

Communication and interpersonal skills

Problem-solving skills

Experience with ticketing systems (Service Now)

Knowledge in scripting (PowerShell, Windows batch)

Database skills (MSSQL, MongoDB)

Education

Bachelor's degree in computer science, IT, or related

Tools

Postman

App Dynamics

IIS

Job description

Application Support Engineer supports the IT application functions and ensures the effective provision of systems in scope to meet the short‑ and long‑term business plans of the organisation, in accordance with budgeted costs and resources. The role provides advice on the application and utilisation of computer facilities to achieve and enhance corporate objectives across the Asia Pacific region.

Key Accountabilities & Responsibilities

• Troubleshooting and issue resolution: The Application Support Engineer is responsible for identifying, analysing, and resolving issues that arise in the software. They work closely with the development team to address bugs, errors, and defects in the software system.
• Technical support to end‑users: An important part of their role is to provide technical support to end‑users. They assist users in resolving issues, provide guidance on how to use the software, and ensure that end‑users have a positive experience.
• Maintaining the software system: The Application Support Engineer is responsible for ensuring the software system's smooth functioning, including day‑to‑day jobs, performing upgrades and maintenance tasks, performance monitoring, and maintaining security standards.
• Automation of business processes: The Application Support Engineer works closely with the development team to automate business processes, which helps to reduce manual effort and improve efficiency.

Qualifications

• Bachelor's degree in computer science, Information Technology, Computer / Software Engineering or relevant courses
• At min 3 years of experience as Application Support Engineer in an ITIL-based environment
• Understand and practice SDLC and/or Agile software development
• Deep understanding of application support methodologies, tools, and best practices.
• Excellent communication and interpersonal skills, and able to work well with cross‑organizational teams
• Excellent in analytical thinking, problem solving skills, with an ability to handle complex issues effectively
• Highly motivated, results‑driven, able to multi‑task, willingness to learn and think out of the box
• Well‑versed with any ticketing system (Service Now) and monitoring system (App Dynamics)
• High capability to handle business / customer complaints and queries effectively
• Excellent knowledge in handling business applications technicality and functionality
• Flexible and committed, when the urgency is required to work beyond office hours/ different time zones, and the ability to work under pressure
• Advance in technical troubleshooting and in multi‑application integrations
• Good and advanced skill and knowledge in PowerShell, Windows batch job scripting
• Good and advanced knowledge and skill in database such as MSSQL, MS SQL on cloud, MongoDB
• Good knowledge in IIS, API, webservices and other integrations technologies
• Good knowledge in application architecture landscape
• Understand either practice or adopting Agile methodology and understand of Scrum methodology
• Good and advanced knowledge and skill in Postman