This role provides technical support to ensure smooth IT operations. The IT Support Level 2 analyst will act as a liaison between internal IT teams and customers, analyze issues, develop best practices, maintain systems, prepare reports, and escalate major issues. Desired skills include a university degree, 3+ years of hands-on experience administering desktop OS, networks, software, strong communication skills, and the ability to work independently and as part of a team.

1. IT Support (Level 2)
Role and Goal:
To ensure a smooth technical support in terms of networking, platform, software and hardware.
General Job Responsibilities:
• Act as a communicator between internal IT team and MY employees, also directly from customers;
• Analyze office IT incidents and their root cause, identify recurring issues and recommend measures
to prevent reoccurrence; Develop together with IT 'best practices' for frequent issues of customers;
• Maintain network settings, desktops and softwares in Malaysia (Linux, VOIP, trading software, etc);
• Extend and edit IT related internal knowledge base for customer support;
• Respond on Support's Level 1 technical issues;
• Coordinate, solve and escalate to IT of customer support major needs and issues;
• Work closely with IT Infrastructure team to maintain the systems effectiveness;
• Check the stability of all services on daily basis;
• Prepare related reports on weekly and monthly basis.
Desired Skills and Experience:
• University degree, college degree or relevant diploma;
• Minimum of 3 years of hands-on experience;
• Experienced in administering desktop OS and apps: Windows, MAC OS, Linux, etc.;
• WEB-aware: understanding of client-server model, web-browsers, HTML;
• Knowledge of network protocols: TCP/IP, DNS, FTP, HTTP, EMAIL, etc
• Must be willing to travel worldwide when necessary;
• Strong written and verbal communication skills in English language;
• Self-organized, good communicator, ability to work under minimal supervision;
• Ability to take own initiative and work together as a team.
Advantage would be:
• Knowledge of server-side OS and services;
• Experienced with trading terminals (MT4 preferred);
• System administrator / network administrator experience in the past;
• Experience of work with monitoring systems;
• Holding MCSE/CCNA;
• Mandarin written and verbal communication skills.