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Senior Specialist, IT Application Support

NEW
location

Kuala Lumpur, Malaysia

permanent

Permanent

Duties & Responsibilities

  • 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.
  • System Maintenance & Updates:
  • Monitor application performance, ensuring optimal functionality and uptime.
  • Coordinate with development teams to implement software updates, patches, and enhancements.
  • Support for New Initiatives:
  • Facilitate clear and timely dialogue between product managers and developers to ensure requirements, timelines, and challenges are understood by both sides.
  • Proactively address technical or operational roadblocks and mediate disagreements to maintain smooth collaboration and project momentum.
  • Documentation & Reporting:
  • Maintain detailed records of support requests, resolutions, and system changes.
  • Generate reports on support trends, identifying areas for improvement.
  • Collaboration & Continuous 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.

Requirements

  • Education:
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Experience:
  • Minimum of 2 years in application support or a similar technical support role.
  • Proven experience in troubleshooting and resolving complex application issues.
  • Technical Skills:
  • Proficiency in SQL and database management.
  • Understanding of networking principles and protocols.
  • Experience with ticketing systems (e.g., Zendesk, ServiceNow)
  • Soft Skills:
  • Strong analytical and problem-solving abilities.
  • Excellent communication skills, both verbal and written.
  • Ability to work independently and manage multiple tasks effectively.
  • Customer-centric approach with a commitment to delivering high-quality support.
  • Experience with cloud-based applications and SaaS platforms.
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