Information Technology Support Specialist

Business Analyst – eCEOs WP, Kuala Lumpur

The eCEOs WP, Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Enhancing Workforce Capabilities | Talent Acquisition at eCEOs

Responsibilities

• Frontline Support & Incident Management – Serve as the first point of contact for user support via email, chat, or ticketing system.
• Diagnose and resolve Level 1 issues such as password resets, account access, and basic software / hardware problems.
• Ensure timely ticket triage and escalation following ITIL / DevOps incident workflows.
• Advanced Troubleshooting & Root Cause Analysis – Handle Level 2 escalations involving system errors, application troubleshooting, SQL queries (optional), and configuration issues.
• Perform root cause analysis and propose permanent fixes to reduce recurring incidents.
• Collaborate with development teams to validate bug reports and assist in patch deployment.
• Participate in post-incident reviews and contribute to continuous improvement initiatives.
• Suggest automation opportunities for repetitive support tasks (e.g., profile checking, health checks).
• Support monitoring and alerting systems to proactively identify issues before they impact users.
• Coordinate with infrastructure, development, tenant management, and business units to resolve complex issues.
• Act as a liaison between support and DevOps teams to ensure smooth deployment and rollback processes.
• Document troubleshooting steps, solutions, and known issues in the knowledge base.
• Maintain updated SOPs for common incidents and onboarding / offboarding workflows.
• Support onboarding / offboarding activities, including user accounts, system access, and hardware setup.
• Ensure compliance with security and access control policies during provisioning.
• Provide onsite support as needed; travel may be required, own transport essential.
• Ensure remote troubleshooting capabilities are optimized for distributed teams.

Seniority Level

Associate

Employment Type

Contract

Job Function

General Business and Research

Industry

Oil and Gas

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