Duties & Responsibilities

• To provide L2 support to End user via phone, email, support portal and remote support and the supporting personnel in backlog clearance
• Proactively performing troubleshooting and debugging of the system, and resolving any/all issues found
• Perform proper escalation when necessary based on SLA and WLA. Highlight issues that cannot be resolved to Team or Vendor prior to the given deadline accordingly.
• Participate in developing functional system and performs extensive simulation, SIT(System Integration Test), UAT (User Acceptance Test) and detailed troubleshooting of the reported issues
• Regularly report and communicate progress updates, status and issues to the Team Lead and follow up closely on the recorded issues with respective parties to ensure remedy, resolution is logged in support Portal.
• Prepare Root Cause Analysis and/or incident report(s) for management review.
• Concisely capture and document the issues gathered and troubleshooting outcome in the relevant tracking system(s) and guides.
• Contribute knowledge items to the knowledge management system through uploading documentation, troubleshooting guide(s), project document(s) in the knowledge base or define repository.
• Ensure all task are done within the given time, meeting if not exceeding the required quality.
• Any other duties within the job scope will be assigned as the management deems fit and will be reviewed from time to time.

Job Requirements

• Experience in a retail chain warehouse is an added advantage.
• Understanding of SDLC or relevant technical/system support experience is required.
• Must be on standby after working hours, including public holidays and weekends.
• Strong problem‑solving skills, able to work independently, and good communication skills.
• Responsible, proactive, and able to work in a fast‑paced environment.
• Possess own transport and willing to work in an office‑based role in Shah Alam.