Executive - Technical Support L2 (Bahasa Malaysia and English)

Scicom (MSC) Berhad; Remote; MYR 100,000 - 150,000; Full time

Job summary

A leading technology services provider is seeking an Executive - Technical Support L2 fluent in Bahasa Malaysia and English. This role involves resolving escalated application issues, performing diagnostic hardware checks, and collaborating with L1 and L3 teams. Ideal candidates will have 2+ years in application support and strong problem-solving skills. Attractive package includes a salary up to RM4,500, performance-related bonuses, and comprehensive medical coverage. Join a dynamic team in Kuala Lumpur.

Benefits

Attractive Salary up to RM4,500

Performance related bonus

Entitlement for Night Shift Allowance

Annual Leave 15 days

Medical and hospitalization coverage

Qualifications

• 2+ years in application support, IT support, or coordination-based tech roles.
• Ability to read and interpret application logs.
• Experience in contact center or customer service environment.

Responsibilities

• Investigate and resolve escalated application issues from L1.
• Prepare detailed tickets for escalation to L3.
• Conduct root cause analysis for critical incidents.

Skills

Fluency in Bahasa Malaysia and spoken English

Good multitasking ability

Basic computer knowledge (MS Office, MS Outlook, Internet Explorer)

Fast typing skills (at least 45 words per minute)

Good problem-solving skills

Familiarity with network troubleshooting

Strong written communication skills

Education

Minimum SPM, Diploma or Degree

Tools

Jira

Confluence

Job description

Executive - Technical Support L2 (Bahasa Malaysia and English)

Role overview: As a Remote L2 Support, you will handle functional escalations from the L1 team & users at airport locations. Your role is focused on analysing system behaviour, validating workflows, and coordinating with L3 for deeper resolution.

Responsibilities

• Investigate and resolve escalated application issues from L1.
• Validate tax logic, data mismatches, and process inconsistencies using test environments.
• Perform corrective actions using authorized admin tools (e.g., updating user roles, modifying transaction status).
• Collaborate with L1s to understand real-time operational issues.
• Prepare detailed tickets with logs and steps for escalation to L3.
• Support functional testing during new feature rollouts and patches.
• Identify patterns in user issues and propose improvements to the system or SOPs.
• Maintain documentation of recurring issues and edge cases.
• Cross-reference errors with the known issue list or knowledge base.
• Train and assist new Customs officers or agents in using the system correctly.
• Perform basic diagnostics of hardware incidents (e.g., non-functional terminals, printers, scanners).
• Liaise with Customs IT / Airport IT / third-party hardware vendors for resolution of infrastructure issues.
• Report recurring issues or system behaviour gaps to L3.
• Maintain daily incident logs and communication records.
• Conduct root cause analysis (RCA) for critical incidents and contribute to incident reports for L3.
• Performance Monitoring of application.

Skill Requirements

• Must be fluent in written and spoken in Bahasa Malaysia and spoken English.
• Good multitasking ability.
• Basic computer knowledge: MS Office, MS Outlook and Internet Explorer.
• Fast typing skills (at least 45 words per minute in native foreign language).
• Good problem-solving skills.
• Minimum SPM, Diploma or Degree preferably with prior working experience (in contact center or customer service environment) or equivalent combination of education and experience.
• 2+ years in application support, IT support, functional field roles, or coordination-based tech roles, or system analysis.
• Familiarity with network troubleshooting.
• Good understanding of digital workflows and tax processing logic.
• Ability to read and interpret application logs and perform root-cause analysis.
• Familiarity with ticketing and workflow tools (e.g., Jira, Confluence).
• Strong written communication and analytical skills.

The Package

• Attractive Salary up to RM4,500.
• Performance related bonus for confirmed staff.
• Entitlement for Night Shift Allowance.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required

Entry Level

Location

• Kuala Lumpur, WP, Malaysia.

Employment Type

• Full Time.