Application Support Engineer

Contract based, 12 Months (Renewable based on Performance)Hybrid working arrangement Bangsar, Kuala LumpurKey Responsibilities for Mid-Level L2 Support Engineer:Technical Support:Quickly adapt to and learn various applications, enabling independent resolution of technical issues escalated from L1 support.Proactively identify root causes of recurring issues and propose long-term solutions, collaborating on implementation efforts until the issue is permanently resolved.Document solutions and troubleshooting steps in a knowledge base to streamline future support activities.Customer Service:Communicate effectively with users, balancing technical explanations with user-friendly language.Maintain thorough documentation in the ticketing system, ensuring clarity and accuracy for team visibility and historical records.Collaboration:Collaborate closely with L1 support, IT teams, and relevant business team members.Escalate issues to L3 support when necessary, with L2 documenting the troubleshooting steps to expand the knowledge base for future resolutions.Would require engage in cross-functional projects, offering technical expertise and system-wide knowledge to anticipate potential issues and align with organizational goals.Monitoring:Monitor system performance, identify potential issues, and take proactive steps to prevent downtime.Training and Documentation:Develop and maintain documentation for common support issues.Assist in training sessions for new tools, software, or protocols, contributing knowledge to enhance team capabilities.Technical Skills:Operating Systems: Wintel, macOS, AS400, and Unix/Linux knowledge, with experience in advanced troubleshooting and configuration tasks.Networking: Understanding of basic networking concepts.System Logs: Proficient in reading and interpreting system logs, able to trace issues through log analysis and diagnostics.Database Management: Working knowledge of database structures and SQL queries to support troubleshooting and data-related inquiries.Analytical SkillsStrong analytical skills to assess technical problems and implement efficient solutions.Ability to think critically and offer quick resolutions while minimizing system downtime.Skilled in pattern recognition to detect recurring issues and propose long-term fixes.