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L2 Technical Support

Unison Consulting Pte LtdKuala Lumpur, Kuala Lumpur, Malaysia

30+ days ago

Job description

Finding cause of issues assigned using logs, knowledge base, other support sources (cover front and backend).

Working on the life-cycle of help desk incidents.

Resolving the issue based on support documents / knowledge base especially if it falls in to system configurations, restarts etc.

Assigning the ticket to L3 support if necessary, otherwise, fixing the issue by code changes.

Maintaining the Knowledge base.

Guiding customer support teams (MGCC / SFU) on troubleshooting the issues or guiding to get more clarity on the issues.

Review information and training available for L1 support.

Review Application logs for exceptions and find root cause of the issues and work on resolution (self or via L3 support).

Support DR activities.

Ability to learn technologies and delivery as per Team's requirements.

Minimum 3 years’ experience in L2 support and fixing production issues.

Prefer previous knowledge on Banking Domain, Payments Domain, Lifestyle Apps Domain.

Min Technical Skills : o MAE, SME, RMBP Regional, BTS - Spring Boot o M2U MY, M2u Regional, M2U biz - Spring boot, Struts or Exposure to Java Web technologies like Jsp, Servlets o MBPNS, MDIP, QRMS, SSL – Nodejs

Good to have : Grafana / Prometheus / Dynatrace / ELK

Minimum soft skills required.

Ability to quickly learn the Company's product.

Knowledge of relevant technology which will help effective L2 Support.

Good communication skills.

Good documentation skills.

Team player with good attitude

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Technical Support L2 • Kuala Lumpur, Kuala Lumpur, Malaysia

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