IT Support

Key Responsibilities

• Provide daily technical support to merchants and key accounts, mainly handling technical inquiries and integration issues.
• Monitor ticketing system and ensure all technical issues are recorded, tracked, updated, and resolved within timeline.
• Consistently troubleshoot transaction failures, API integration issues, payment discrepancies, and other production-related problems.
• Perform initial issue investigation, identify root cause, and escalate to the relevant internal teams when required.
• Support incident response for urgent production issues, including issue reporting, coordination, follow-up, and status updates.
• Assist in preparing incident summaries, RCA findings, SOPs, FAQs, and troubleshooting guides.
• Monitor payment system performance and conduct routine production checks to ensure transaction stability.
• Work on rotational shift schedule and respond promptly to urgent technical or production issues.

Requirements

• Diploma or Degree in Information Technology, Computer Science, or related field.
• At least 1 year above in IT Support / Helpdesk (Fresh grads are encouraged to apply)
• Basic understanding of web applications / SaaS platforms.
• Familiar with ticketing tools (e.g., Zendesk, Jira etc) is a plus.
• Able to perform basic troubleshooting networking, hardware, and software troubleshooting.
• Ability to interpret simple logs or error messages
• Good oral and written communication skills with the ability to work effectively in a team
• Good problem‑solving skills with the ability to identify, research, and resolve issues
• Ability to work in a fast-paced environment and manage multiple projects simultaneously
• Proactive, responsible, and able to work independently.
• Willing to work the night shift and weekends with replacement off days on weekdays (e.g. Friday and Saturday or Sunday and Monday).

Location: Sunway Velocity

Working Hours: by shift

Pay: RM3,500.00 - RM4,500.00 per month

Benefits:

• Additional leave
• Meal allowance
• Opportunities for promotion
• Professional development
• Work from home

Work Location: Hybrid remote in Cheras