L2 Application Support

Two95 International Inc.; Kuala Lumpur; On-site; MYR 45,000 - 73,000; Full time

Job summary

Two95 International Inc. in Malaysia is seeking a skilled IT Specialist to support customers across email, phone, chat, forums, and social media. You will understand complex configurations, troubleshoot issues, and mentor junior staff while prioritizing customer needs and maintaining SLAs.

Candidates should have L2/L3 technical support experience, knowledge of APIs/FTP/Net/AWS, and strong analytical abilities. This role involves cross-team collaboration and ongoing knowledge base updates.

Qualifications

• Technical support experience at L2/L3 level.
• Exposure to application support.
• API, FTP, Network, AWS, Unix knowledge.
• Good analytical thinking and problem-solving skills.

Responsibilities

• Advocate for the customer and keep their needs at the forefront.
• Understand complex product configurations and support customers via email, phone, chat, forums and social media.
• Identify, resolve or manage resolution of system issues.
• Troubleshoot platform issues raised by clients or internal teams and escalate when needed.
• Communicate with other departments and stakeholders to keep them informed.
• Update and manage the knowledge base.
• Manage escalation process of issues from L1.
• Mentor L1 specialists to handle complex issues/configurations.
• Own and track tasks within SLAs.

Skills

Technical Support

Application Support

API

FTP

Network

AWS

Unix

Analytical Thinking

Git

JavaScript

XML

JSON

Bash

Scripting

Education

Bachelor's degree

Tools

AMQ

Jira

Confluence

AWS CloudWatch

MS Azure

Job description

• Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.


• Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media.


• Identify, resolve or manage the resolution of system issues


• Troubleshoot platform issue raised by clients or internal and elevate to the next level if can’t be solved beyond the expertise


• Communicate to other department and teams keeping stakeholders and management informed


• Updating and managing Knowledge base


• Manage escalation process of issues from L1


• Mentor Technical Support Specialists (L1) to help them understand more complex issues/ configurations


• Own and track tasks within SLAs

Specialist Knowledge/Experience Required

• Experience in a relevant position;


• Experience in software testing and correction


• Consistent performance under pressure


• Demonstrated success at troubleshooting and excellent communication skills


• Strong knowledge/skills in at least 4 areas from the list below:


• No-SLQ (Mongo)


• Linux/UNIX systems


• JSON and XML syntax


• RESTFul API


• GIT (understanding, work experience)


• Basic scripting and programming: XML, JavaScript and Bash

Desirable knowledge/skills:

• Jenkins (ability to develop jobs)


• Knowledge of AWS CloudWatch or MS Azure


• Experience in Confluence apps (Connect, Jira)


• Message Broker system (AMQ)


• Work experience with workflow solutions


• ITIL Certification


• Familiarity with graphics and video editing software

Desirable:

• Familiarity with graphics and video editing software


• Knowledge and experience working with packet analyzer programs


• Bachelor’s degree or equivalent tertiary qualification or certification


• ITIL Certification

People Skills

• Strong team player with ability to work with remote and international teams


• Highly organized, structured and process-oriented, with great attention to detail, accuracy and consistency


• Self-motivation and drive - confidence to work on own initiative and with limited supervision and


• Ability to effectively prioritize and manage conflicting internal and external tasks


• Positive, can-do attitude, problem solver, inspiring and driven


• Able to communicate effectively at all levels within a large organisation


• A quick learner who enjoys overcoming challenges, resolving issues or escalating as needed


• Proven relationship building skills

MUST HAVE

• 1. Technical Support exp in L2 or L3


• 2. Exposure to application support


• 3. API, FTP, Network, AWS, Unix, ,


• 4. Good analytical thinking and problem solving skill

GOOD TO HAVE

• message queue i.e AMQ, SQS


• Excellent communication skills, both oral and written English


• Additional languages will be beneficial


• May be required on occasion to work outside standard working hours


• Candidates must be eligible to work and live in the country of employment