Key Responsibilities

• Provide Level 2/3 application support for core business systems — ERP, CRM, HRMS, and other core platforms — including troubleshooting, root-cause analysis, and resolution.
• Serve as escalation point for issues that cannot be resolved at Level 1, and coordinate with application vendors and third-party support where required.
• Investigate and resolve data, configuration, workflow, and integration issues across connected systems.
• Support system configuration, enhancements, testing (UAT), and deployment of patches, updates, and new modules.
• Document issues, resolutions, and knowledge-base articles to strengthen team capability and reduce recurring tickets.
• Liaise with business stakeholders across departments (Finance, HR, Project Management, O&M, etc.) to understand requirements and translate them into system solutions.
• Monitor application performance and proactively identify improvement or automation opportunities (e.g. via Power Platform).
• Ensure application changes and access controls align with IT governance, security, and data-protection (PDPA) requirements.

Requirements

• Diploma or Degree in Information Technology, Computer Science, or a related field.
• 2–3 years of hands-on experience in application support, with a strong Level 2/3 troubleshooting background.
• Practical experience supporting ERP systems, and familiarity with CRM and HRMS platforms.
• Solid understanding of SQL / database querying for investigating and resolving data issues.
• Experience working with application vendors and managing escalations to resolution.
• Strong analytical and problem-solving skills, with the ability to work independently and manage competing priorities.
• Good communication skills in English and Bahasa Malaysia, with the ability to engage both technical and non-technical stakeholders.

Nice to Have

• Exposure to system integrations (REST APIs, event-driven workflows).
• Familiarity with IT service management (ITSM) tools and ticketing workflows.