System Support Engineer

MYWAVE SDN. BHD.; Tasek Gelugor; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Medical

Miscellaneous allowance

Dental

Parking

Vision

Various Leave Types

Group Insurance

Job summary

MYWave is seeking a Systems Support Engineer to provide day-to-day operational support and consultation for the Mywave Application, emplX, to internal and external customers. You will be the first point of contact and work closely with software developers for escalation.

Ideal candidates hold IT-related degrees, possess strong analytical and communication skills, and can document issues and training needs. Experience in technical support and customer service is an advantage.

Qualifications

• Formal IT education or equivalent.
• Experience as programmer/system analyst or technical support is an advantage.
• Strong analytical, assessment and problem‑solving skills.
• Excellent customer service and communication skills (written and verbal).
• Fast learner with ability to adapt to new technologies.

Responsibilities

• Provide technical/application support to internal and external customers via phone, email and Live Chat.
• Record issues in the ticketing system and resolve or escalate promptly.
• Lead communications to customers at all levels to maintain positive relationships.
• Take ownership of technical issues and collaborate with development to close cases.
• Document troubleshooting steps and resolutions; assist in customer training.
• Act as product subject matter expert for Mywave and emplX technologies.

Skills

Analytical thinking

Problem-solving

Customer service

Communication

Fast learner

Education

Bachelor’s degree in CS/IT or equivalent

Diploma in IT or related field

Tools

Ticketing system

Live Chat

Job description

System Support Engineers provide the day to day operational support and consultation to both Mywave external and internal customers on Mywave Application, EmplX. They are the 1st level contact point of all the customers. System Support Engineers will be working closely with the company Software Developers/Designers for the 2nd level support or consultation on Mywave Application.

Key responsibilities

Provide Technical/Application Support to internal and external customers in regards with the Mywave Application through phone calls, email and Live Chat.

Ensure all issues reported by customers are recorded in the ticketing system and resolved or escalated to the proper escalation point in timely fashion.

Lead communications/expectations to customers at all levels to maintain positive relationships.

Take ownership of technical issues reported, work closely with development team as necessary to close case.

Document troubleshooting and problem resolution steps.

Participation in providing training to customers as required.

Products subject matter expert including acquiring new technologies to enhance capability to support customers efficiently and effectively.

Requirement

Professional Certificate, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.

Working experience as programmer/system analyst or technical support is added advantage.

Fast learner with strong analytical, assessment and problem-solving skills.

Outstanding customer service, organizational, communication skills (written and verbal skills) and excellent phone manner.

MYWave is a specialist HR Solutions Company.

Our founders and our team are experts in the field of HR and people development. As a group, we are totally passionate about enabling our clients to manage and motivate their people.

In the words of our CEO “Invest in Your People and Your People Will Invest in you“, we don’t just believe this, we practice it. It’s a mantra that guides the MYWave team each and every day.

Headquarter office based in Malaysia, MYWave was founded in 2005 and was granted MSC status by the Malaysian Government in 2006.

Our flagship product ‘emplX’ is a cloud based HRM solution which we launched in 2008.

MYWave is a specialist HR Solutions Company.

Our founders and our team are experts in the field of HR and people development. As a group, we are totally passionate about enabling our clients to manage and motivate their people.

In the words of our CEO “Invest in Your People and Your People Will Invest in you“, we don’t just believe this, we practice it. It’s a mantra that guides the MYWave team each and every day.

Headquarter office based in Malaysia, MYWave was founded in 2005 and was granted MSC status by the Malaysian Government in 2006.

Our flagship product ‘emplX’ is a cloud based HRM solution which we launched in 2008.

Perks and benefits Medical Miscellaneous allowance Dental Parking Vision Various Leave Types, Group Insurance, Various Clai

What can I earn as a Systems Support Engineer