Implementation Analyst: Training, Support & Rollouts

HeiTech Padu Berhad; Cyberjaya; On-site; MYR 60,000 - 90,000; Full time

Job summary

HeiTech Padu Berhad in Malaysia is seeking a proactive 2nd Level Helpdesk Support to investigate, troubleshoot, and resolve escalated technical and application issues. You will work closely with Level 1 support and other IT teams to restore services and minimize downtime.

You will develop, maintain user manuals, provide on-site training, assist with UAT, and help with system rollout and stabilization, ensuring clear communication and documentation for non-technical users.

Qualifications

• Provide second-level support and resolve escalated issues.
• Perform root cause analysis and coordinate with teams.
• Create and update user guides and SOPs.
• Conduct on-site training and user onboarding.
• Assist with UAT and deployment activities.

Responsibilities

• Investigate, analyze, troubleshoot, and resolve Level 2 issues escalated from Level 1.
• Monitor incident status and ensure timely resolution.
• Provide technical guidance during system implementation and deployment.
• Develop and maintain system documentation and user manuals.
• Conduct on-site training for end users and support teams.
• Assist with UAT and coordinate with cross-functional teams.
• Support system rollout and post-implementation stabilization.
• Maintain records of incidents, trainings, and project docs.

Skills

Troubleshooting

Root cause analysis

Technical documentation

User support

Job description

HeiTech Padu Berhad in Malaysia is seeking a proactive 2nd Level Helpdesk Support to investigate, troubleshoot, and resolve escalated technical and application issues. You will work closely with Level 1 support and other IT teams to restore services and minimize downtime.

You will develop, maintain user manuals, provide on-site training, assist with UAT, and help with system rollout and stabilization, ensuring clear communication and documentation for non-technical users.