System Support Analyst

Chin Hin Group; Selangor; On-site; MYR 60,000 - 90,000; Full time

Job summary

Chin Hin Group is seeking a System Support Analyst in Malaysia to provide technical and functional support for internal systems including ERP and manufacturing applications. You will troubleshoot issues, assist users, maintain configurations and coordinate with teams or vendors to resolve problems.

The role requires 2–5 years of experience, strong troubleshooting, and the ability to work with Finance, Operations, Warehouse and Manufacturing teams.

Qualifications

• Bachelor’s degree in IT/CS/BIS or related field is required.
• 2–5 years of system support or ERP support experience preferred.
• Strong troubleshooting and analytical skills are essential.
• Good communication with technical and non-technical users.
• Basic SQL knowledge and understanding of data flows is a plus.

Responsibilities

• Provide Level 1 and Level 2 support for ERP and manufacturing systems.
• Diagnose and resolve system issues and data inconsistencies reported by users.
• Assist users with application usage and troubleshooting across departments.
• Escalate complex issues to developers or vendors when needed.
• Support system maintenance, upgrades, testing and documentation.

Skills

System troubleshooting

ERP knowledge

Analytical skills

Communication skills

SQL basics

Education

Bachelor’s Degree in IT/CS/BIS

Tools

ERP systems

SQL queries

Data integrity tools

Job description

The System Support Analyst is responsible for providing technical and functional support for the organization’s internal systems, including ERP and manufacturing-related applications. This role ensures smooth day-to-day system operations by troubleshooting issues, assisting users, maintaining system configurations, and coordinating with internal teams or vendors to resolve technical problems.

The ideal candidate combines technical troubleshooting skills with strong business understanding to support operational users effectively.

1. System Support & Troubleshooting

• Provide Level 1 and Level 2 support for internal business systems, including ERP and manufacturing systems.
• Diagnose, investigate and resolve system issues, errors, data inconsistencies and process failures reported by users.
• Assist users with system-related enquiries, application usage and troubleshooting across departments, including Finance, Operations, Warehouse and Manufacturing.
• Escalate complex technical issues to internal development teams or external vendors when necessary.
• Monitor system performance and availability to ensure smooth business operations.
• Support routine system maintenance, including system upgrades, patches and configuration changes.
• Maintain data integrity and assist with data validation and corrections when required.
• Conduct user training and prepare user guides or other supporting documentation as needed.

2. Incident & Ticket Management

• Manage, track and follow up on support tickets through the service desk system.
• Ensure incidents and service requests are properly documented, prioritised and resolved within agreed Service Level Agreements (SLAs).
• Maintain accurate records of reported issues, resolutions and system changes.

3. Business Process & System Improvement

• Develop an understanding of key business workflows, including order processing, inventory management, production and financial transactions.
• Work closely with business users to gather requirements and identify opportunities for system enhancements and process improvements.
• Coordinate with internal IT teams, developers and external vendors to investigate and resolve technical issues.
• Support system testing, including user acceptance testing (UAT), for new features, patches and upgrades.
• Participate in system implementation, enhancement and continuous improvement projects as required.

Job Requirements

• Bachelor’s Degree in Information Technology, Computer Science, Business Information Systems, or related field.
• 2–5 years of experience in system support, ERP system support, manufacturing systems, or business applications is preferred.
• Strong troubleshooting and analytical skills.
• Basic understanding of databases and SQL queries is an advantage.
• Understanding of system integrations and data flows is a plus.
• Strong problem-solving ability.
• Good communication skills with both technical and non-technical users.
• Ability to work independently and manage multiple issues simultaneously.
• Strong documentation and organizational skills.