Application Support Engineer

Application Support Engineer role in Digital Edge will primarily be involved in 1st & 2nd level support of the solution/applications for Digital Edge customers. The candidate will also be exposed in Project implementation work to review, analyze and evaluate Digital Edge solutions against business needs. The position will be reporting to Digital Edge Profession Services & Support Director.

Roles & Responsibilities:

• Act as subject matter expert for Digital Edge solutions and consultant for existing and new client
• Providing on-site and off-site support to customers on software / applications that are being implemented/supported by Digital Edge;
• Deploy / Upgrade software release to customer test & production environment
• Diagnosing, troubleshooting and rectifying technical problems in cooperation with the product development teams based in Kuala Lumpur and Italy;
• Ensure application Service Level Agreements are exceeded by maintaining ownership of incidents through resolution;
• Coordinate efforts with other teams and teammates to resolve issues quickly in accordance to Service Level Agreement;
• Diagnose, troubleshoot and rectify technical problems in cooperation with the product development teams based in Kuala Lumpur;
• Ability to refine and propose the best practices processes to existing and new client;
• Perform root cause analysis for each issue and escalate to Product Development team when necessary

Skillset Requirements:
Possesses a recognized degree in Computer Science, IT, or related discipline

• Minimum of 2 years relevant working experience in customer services area;
• Demonstrates strong problem solving & root cause analysis skills;
• Possess basic technical skill in SQL Databases (database structures and data models), Server Windows and web application
• Ability to install, configure and troubleshooting Windows/Web Application
• Experience in Programming (JAVA, ABAP etc) will be an advantage