L2 Technical Support

Unison Consulting Pte Ltd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading consulting firm in Kuala Lumpur is seeking an experienced L2 Support Specialist. This role entails diagnosing and resolving technical issues while guiding teams on best practices and maintaining documentation. Candidates should have a minimum of 3 years in support, with technical proficiency in technologies such as Spring Boot and Nodejs, ideally within banking or payments domains.

Qualifications

• Minimum 3 years' experience in L2 support.
• Prefer experience in Banking, Payments, or Lifestyle Apps.
• Knowledge of relevant technology for effective L2 support required.

Responsibilities

• Resolve production issues based on documentation and direct support.
• Guide teams in troubleshooting and improve knowledge management.
• Review logs to find root causes and support disaster recovery activities.

Skills

Problem Solving

Communication

Documentation

Teamwork

Ability to Learn Quickly

Tools

Spring Boot

Java Web Technologies

Nodejs

Grafana

Prometheus

Dynatrace

ELK

Job description

• Finding cause of issues assigned using logs, knowledge base, other support sources (cover front and backend).
• Working on the life-cycle of help desk incidents.
• Resolving the issue based on support documents/knowledge base especially if it falls in to system configurations, restarts etc.
• Assigning the ticket to L3 support if necessary, otherwise, fixing the issue by code changes.
• Maintaining the Knowledge base.
• Guiding customer support teams (MGCC/ SFU) on troubleshooting the issues or guiding to get more clarity on the issues.
• Review information and training available for L1 support.
• Review Application logs for exceptions and find root cause of the issues and work on resolution (self or via L3 support).
• Support DR activities.
• Ability to learn technologies and delivery as per Team's requirements.

• Minimum 3 years’ experience in L2 support and fixing production issues.
• Prefer previous knowledge on Banking Domain, Payments Domain, Lifestyle Apps Domain.
• Min Technical Skills: o MAE, SME, RMBP Regional, BTS - Spring Boot o M2U MY, M2u Regional, M2U biz - Spring boot, Struts or Exposure to Java Web technologies like Jsp, Servlets o MBPNS, MDIP, QRMS, SSL – Nodejs
• Good to have : Grafana/Prometheus/Dynatrace/ELK
• Minimum soft skills required.
• Ability to quickly learn the Company's product.
• Knowledge of relevant technology which will help effective L2 Support.
• Good communication skills.
• Good documentation skills.
• Team player with good attitude