L1 Operations & Maintenance

Career International FOS Pte Ltd; Kuala Lumpur; On-site; MYR 42,000 - 60,000; Full time

Job summary

Career International FOS Pte Ltd is seeking an IT Support Engineer to serve as the first point of contact for user inquiries in Kuala Lumpur. You will provide initial troubleshooting for applications and services, document issues, and coordinate with L2/L3 teams to resolve incidents efficiently.

Responsibilities include ticket triage, SLA monitoring, knowledge base maintenance, and participation in major incident and post-production activities.

Qualifications

• Strong troubleshooting and problem-solving skills for IT services.
• Clear documentation of technical information in ticketing systems.
• Understanding of ticket categorisation, prioritisation, escalation and SLA monitoring.

Responsibilities

• Serve as the first point of contact for IT inquiries via ticketing, email, chat and phone.
• Provide first-level troubleshooting and support for applications and services.
• Gather, validate and document complete ticket information with issue details and evidence.
• Categorize, prioritise and dispatch tickets to appropriate teams for escalation.
• Coordinate communication between users and L2/L3 support for timely resolution.
• Monitor ticket progress and ensure SLA compliance.
• Perform quality reviews of ticket handling and documentation.
• Maintain knowledge articles, FAQs, SOPs and support documentation.
• Support Major Incident Management by coordinating stakeholders.
• Assist with PPS post-production support and project coordination activities.

Skills

Troubleshooting

Problem-solving

Communication

Attention to detail

Ticketing system

Incident coordination

Tools

Ticketing system

Job description

Join the IT support team as the first point of contact for user inquiries and service requests. You will provide effective first-level troubleshooting, coordinate with L2 and L3 support teams, support major incidents and post-production activities, and help improve service quality, efficiency, and customer satisfaction.

Key responsibilities

Serve as the first point of contact for IT-related inquiries through the ticketing system, email, chat, and phone.

Provide first-level troubleshooting and support for applications and services within the supported scope.

Gather, validate, and document complete ticket information, including issue details, troubleshooting performed, business impact, and supporting evidence.

Categorize, prioritize, and dispatch tickets accurately to the appropriate support teams when escalation is required.

Coordinate communication between users and L2 and L3 support teams to support effective and timely resolution.

Monitor ticket progress, follow up on pending cases, and ensure SLA compliance.

Perform quality reviews of ticket handling and documentation to maintain service standards.

Maintain and update knowledge articles, FAQs, SOPs, and support documentation.

Support Major Incident Management activities by facilitating communication and coordinating stakeholders.

Provide project coordination assistance during the PPS (Post-Production-Support) period of business implementations based on business requirements.

Identify recurring issues, service gaps, and improvement opportunities to enhance support efficiency and customer satisfaction.

Ensure compliance with information security policies, including the appropriate identification and handling of sensitive data and PII.

Assist with onboarding, coaching, and knowledge-sharing activities within the team.

Support reporting, operational reviews, continuous improvement initiatives, system implementations, UAT, and post-production support activities.

Undertake additional tasks, projects, and responsibilities assigned by management according to business needs, operational requirements, team objectives, and organisational priorities.

What we're looking for

Strong troubleshooting and problem-solving skills for applications and IT services.

Ability to gather, validate, and document technical information accurately in a ticketing system.

Good understanding of ticket categorisation, prioritisation, escalation, SLA monitoring, and service management practices.

Clear written and verbal communication skills, with the ability to coordinate effectively with users and technical support teams.

Strong attention to detail when handling documentation, reporting, knowledge articles, and sensitive information.

Ability to support incident coordination, UAT, system implementations, post-production support, and process improvement activities.

Commitment to information security, data protection, customer service, and continuous learning.