Nadi Tech - Specialist, Technical Support

TNG Digital; Kuala Lumpur; On-site; MYR 40,000 - 65,000; Full time

Benefits offered by this job

Medical coverage

Monthly lifestyle allowance via TNG eW

Mobile and broadband reimbursement

Extra leave for family and caregiving

Job summary

Nadi Tech, part of TNG Digital Group, is seeking an experienced Technical Support professional to provide application support, troubleshoot issues, and maintain system performance in a high-demand environment.

You will work with cross-functional teams to resolve problems, document resolutions, and contribute to continuous improvement of support processes while embracing a customer-centric mindset.

Qualifications

• Minimum of 2 years in application support or a similar technical support role.
• Proven experience in troubleshooting and resolving complex application issues.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow).
• Experience with cloud-based applications and SaaS platforms.

Responsibilities

• Provide first and second-level support for application-related issues and ensure timely resolution.
• Monitor and maintain application performance, coordinate with development teams for updates and patches, and handle night shifts as needed.
• Maintain detailed records of support requests, resolutions, and system changes; generate reports on support trends.

Skills

SQL

Database management

Networking principles

Excellent communication

Education

Bachelor's degree in Computer Science or Information Technology

Tools

Zendesk

ServiceNow

Job description

At Nadi Tech, part of TNG Digital Group, we build and run secure, high-performance digital infrastructure that powers essential services across Malaysia.

Our platforms support large-scale B2B and public sector initiatives used by millions of people every day. That means reliability, security, and performance are not nice-to-haves. They are built into everything we do from day one.

We are looking for people who enjoy solving complex, real-world problems. People who think in systems, understand how things connect, and take pride in building infrastructure that is stable, scalable, and built to last.

Here, you will take ownership of systems that matter and see your work used in real, everyday scenarios.

What You’ll Do:

1. Technical Support & Troubleshooting:

• Provide first and second-level support for application-related issues, ensuring timely resolution.
• Diagnose and resolve software application problems, collaborating with cross-functional teams when necessary.
• Utilize diagnostic tools and logs to identify root causes of issues and implement effective solutions.

2. System Maintenance & Updates:

• Monitor application performance, ensuring optimal functionality and uptime.
• Coordinate with development teams to implement software updates, patches, and enhancements.
• Frequent night activity may be needed for system update and maintenance activity.
• There will be 24hr shift arrangement.

3. Documentation & Reporting:

• Maintain detailed records of support requests, resolutions, and system changes.
• Generate reports on support trends, identifying areas for improvement.
• Work closely with developers, QA testers, and other IT professionals to enhance application performance.
• Participate in regular reviews to assess support processes and recommend improvements.

Role Requirements:

Experiences:

• Minimum of 2 years in application support or a similar technical support role.
• Proven experience in troubleshooting and resolving complex application issues.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow).
• Experience with cloud-based applications and SaaS platforms.

Education:

• Bachelor's degree in Computer Science, Information Technology, or a related field.

Skills:

• Proficiency in SQL and database management.
• Understanding of networking principles and protocols.
• Excellent communication skills, both verbal and written.

Abilities:

• Ability to work independently and manage multiple tasks effectively.
• Strong analytical and problem-solving abilities.
• Able to work 24 midnight shift odd hours.

Personality:

• Customer-centric approach with a commitment to delivering high-quality support.

What You Get:

Work your way:

• Medical coverage, with option to include dependants.
• Extra leave for family and caregiving needs.

Rewards that grow with you:

• Monthly lifestyle allowance via TNG eWallet.
• Long-term rewards for your contributions.

Everyday support:

• Mobile and broadband reimbursement.
• Discounts and wellness perks.

What it’s like to work here:

We value people who take responsibility, think clearly, and care about doing things right.

You will be working with a team that is practical, collaborative, and focused on building things that hold up under real pressure.

Note: Only shortlisted candidates will be contacted.