BackNADI - Specialist, Technical Support
NEW
Kuala Lumpur, Malaysia
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.
- Frequent night activity may be needed for system update and maintenance activity
- There will be 24hr shift arrangement
- 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
- 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.
- Personality:
- Customer-centric approach with a commitment to delivering high-quality support.
