L3 Support Analyst, Randstad

L3 Support Analyst

Randstad

Location:

Malaysia, Kuala Lumpur

Category:

IT - Administration

Contract Type:

Not provided

Salary:

4000.00 - 5500.00 MYR / Month

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Job Description:

Providing technical third level support to customers and partners to resolve technical problems related to company's products and systems.

Job Responsibility:

Providing technical third level support to customers and partners for resolution of advanced technical problems related to installation, maintenance, use and repair of company's products
Analyze Incident analysis and provide resolution within Service Level Agreement (SLA)
Attending and participating customer meetings in relation to support
Assist with training to external and internal customers as required
Be on site to provide an overview of issues as required
Confirm the issue and liaise with relevant department for fix or functional modification
Coordinate and plan for release into support upon discussion and confirmation
Developing checklists for reoccurring problems
Developing recommendations for procedures to prevent problems
Documenting common support procedures that coworkers can follow
Engage with development team to deploy fixes and maintenance releases to production site
Evaluating and resolving complex problems that arise
Follow up escalation, incident, problem, or request for change by the customer
Information gathering for project transition / support handover as required
Interface with customers and customer agents, escalating as required to keep relevant stakeholders updated and informed of the issues and communications with customers
Monitor support team mailbox and assisting correspondence
Performing root causes analysis (RCA) and work through the root cause wherever possible
To act as the first escalation point for customers
To be a Subject Matter Expert (SME) for at least one of our products
Troubleshooting hardware and software issues

Requirements:

Tertiary qualification in Engineering, Computer Science, or relevant field
Experience supporting payment systems (e.g. banking/finance industry)
ITIL Foundation certificate or professional Help Desk certification
Knowledge with VBA, XML and JSON
Knowledge of electronic payment systems and relevant security standards
Knowledge of ITIL service management processe
Knowledge of retail systems (particularly in the petroleum industry)

What we offer:

Medical Insurance
Leave Entitlement

Additional Information:

Job Posted:

April 11, 2025

Expiration:

May 25, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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