Senior L2 Support expert

Hiring Immediately - " Senior L2 Support Expert" @KL, Malaysia

Department - Global Customer Support

Reporting to Technical Support Manager

MUST HAVE

• Technical Support exp in L2 or L3
• Exposure to application support
• API, FTP, Network, AWS, Unix, ,
• Application Support | Trouble Shooting | L2 Technical Support | No-SQL | Linux / UNIX | HTTP | RESTFUl API I AWS
• Basic scripting and programming : JSON / XML, J avaScript and Bash
• Bachelor's degree or equivalent tertiary qualification or certification
• ITIL Certification
• Message queue i.e AMQ, SQS - Good to have

Roles and Responsibilities

Ability to keep Customer at the forefront of all requests and advocate for the Customer's needs at all times.

Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media.

Identify, resolve or manage the resolution of system issues

Troubleshoot platform issue raised by clients or internal and escalate to the next level if can't be solved beyond the expertise

Communicate to other department and teams keeping stakeholders and management informed

Updating and managing Knowledge base

Manage escalation process of issues from L1

Mentor Technical Support Specialists (L1) to help them understand more complex issues / configurations

Own and track tasks within SLAs

Requirements

Specialist Knowledge / Experience Required

Experience in a relevant position;

Experience in software testing and correction

Consistent performance under pressure

Demonstrated success at troubleshooting and excellent communication skills

Strong knowledge / skills in at least 4 areas from the list below

Desired skills :

Job Type : Permanent

Pay : RM7, RM7,500.00 per month

Application Question(s) :

How many years of experience you have in L2?