IT Support Specialist

Ideal Reliance; Kuala Lumpur; On-site; MYR 78,000 - 123,000; Full time

Job summary

Jora Malaysia is seeking a contract-based L1 support professional in Kuala Lumpur to perform daily health checks, monitor applications with Dynatrace, and handle incidents via SNOW. You will contribute to timely resolutions, maintain BAU requests, and document procedures.

This role supports MY & ID regions with 24x7 shifts and a 12-month contract. The position requires a bachelor's degree and 4–6 years of related experience in support or service desk, with strong scripting, database, Linux and

Qualifications

• Bachelor's degree, preferably in computer science or information systems, or equivalent work experience.
• Minimum 4 - 6 years experiences in Application level 1 support and/or batch operation and/or Service Desk support or similar role.
• Experience with system monitoring tools and troubleshooting techniques.
• Technical skills: Scripting knowledge / MYSQL/ORACLE DB/ Linux / Window / Any Other Web Servers / Dynatrace.

Responsibilities

• Perform Application Daily Health Check.
• Application performance monitoring/Event management using Dynatrace tool.
• Perform first contact resolution (FCR) for specific Request or Incident if applicable.
• Incident triage and logging application issue via SNOW and route it to the proper technical resolving team.
• Initial assessment of service Requests and Incidents including update of details of the requests in the SNOW ticket system.
• Ensure completeness of information (i.e. description of issues, screenshots, etc) when issues are logged in order to facilitate investigation and resolution of concerns.
• Monitor status until closure of Request or Incident in the SNOW ticket system.
• Prepare accurate and timely report (scheduled and ad hoc requests).
• SOP-based troubleshooting & resolution of Incident or Request.
• Perform post production implementation verification.
• Monitor the status of the Application BAU requests which covers the following: Ad-hoc Data Extract. Data/Reference Setup (SOP based). Inquiries and other BAU request related to any Business Application.
• Develop and maintain documentation (e.g. ASC L1 operation manual, SOP, KT doc etc)
• Support Service Desk activities
• Batch monitoring and operation which covers the following: Execute batch job as per the job task sheets. Ensure all the batch jobs are executed from agreed start date/time and in correct sequence. Monitor the batch process status and ensure all jobs are completed without any error and within agreed timeline/duration. Escalate batch process issue to relevant support team for further investigation and next steps. Update and maintain the batch process records.

Skills

Scripting knowledge

MYSQL

ORACLE DB

Linux

Windows

Web Servers

Dynatrace

Education

Bachelor's degree in Computer Science or Information Systems

Tools

SNOW

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Bachelor's degree, preferably in computer science or information systems, or equivalent work experience

Minimum 4 - 6 years experiences in Application level 1 support and/or batch operation and/or Service Desk support or similar role

Experience with system monitoring tools and troubleshooting techniques.

Technical skills: Scripting knowledge / MYSQL/ORACLE DB/ Linux / Window / Any Other Web Servers / Dynatrace.

Type: Contract

Contract Duration: 12- months

Total headcount : 3 headcounts (to support both MY & ID region)

Working hours: 24x7 (Two days off per week are not fixed and will be determined based on the work schedule assigned to the contractor.)

Requirements:

• Bachelor's degree, preferably in computer science or information systems, or equivalent work experience
• Minimum 4 - 6 years experiences in Application level 1 support and/or batch operation and/or Service Desk support or similar role
• Experience with system monitoring tools and troubleshooting techniques.
• Technical skills: Scripting knowledge / MYSQL/ORACLE DB/ Linux / Window / Any Other Web Servers / Dynatrace.

Additional Details:

• Location: Jalan Tun Razak, Kuala Lumpur
• Type: Contract
• Contract Duration: 12- months
• Salary: Negotiable depending on experiences
• Total headcount : 3 headcounts (to support both MY & ID region)
• Working hours: 24x7 (Two days off per week are not fixed and will be determined based on the work schedule assigned to the contractor.)

Key Responsibilities:

• Perform Application Daily Health Check.
• Application performance monitoring/Event management using Dynatrace tool.
• Perform first contact resolution (FCR) for specific Request or Incident if applicable.
• Incident triage and logging application issue via SNOW and route it to the proper technical resolving team.
• Initial assessment of service Requests and Incidents including update of details of the requests in the SNOW ticket system.
• Ensure completeness of information (i.e. description of issues, screenshots, etc) when issues are logged in order to facilitate investigation and resolution of concerns.
• Monitor status until closure of Request or Incident in the SNOW ticket system.
• Prepare accurate and timely report (scheduled and ad hoc requests).
• SOP-based troubleshooting & resolution of Incident or Request.
• Perform post production implementation verification.
• Monitor the status of the Application BAU requests which covers the following:
  • Ad-hoc Data Extract.
  • Data/Reference Setup (SOP based).
  • Inquiries and other BAU request related to any Business Application.
• Develop and maintain documentation (e.g. ASC L1 operation manual, SOP, KT doc etc)
• Support Service Desk activities
• Batch monitoring and operation which covers the following:
  • Execute batch job as per the job task sheets.
  • Ensure all the batch jobs are executed from agreed start date/time and in correct sequence.
  • Monitor the batch process status and ensure all jobs are completed without any error and within agreed timeline/duration.
  • Escalate batch process issue to relevant support team for further investigation and next steps.
  • Update and maintain the batch process records.

Benefits:

• Medical and Hospitalisation Leave
• EPF
• SOCSO
• EIS
• Medical Insurance
• Annual Leave
• 5 Working Days