L2 Application Support
Location
Malaysia
Type
Permanent
Who we are
At Aleph, we design human experiences by asking the right questions. Here, you’d find a curious breed of creative engineers spread across the globe, specializing in craft, strategy, and technology. With a keen ear to the ground, we turn big dreams into user-first digital solutions by design. Through rigorous prototyping, close collaboration, and responsive engineering, we commit to creating a future that leaves our craft, community, and clients better than before we began.
Job description
As an L2 Application Support professional at Aleph, you'll play a crucial role in responding to and resolving technical issues that arise unexpectedly. Your expertise will be instrumental in providing immediate solutions to ensure the seamless operation of our clients' systems.
Key responsibilites
- Possessing specialist knowledge of operating systems, devices, applications, software and Mobile
- Providing technical support to teams within the organization, and to external clients when required.
- Work closely with cross-functional teams to address complex technical challenges and ensure a collaborative problem-solving approach.
- Managing ticketed query systems and ensuring a comprehensive database of queries and resolutions is kept up to date.
- Provide clear and concise communication to internal teams and clients regarding the status of ongoing issues and resolutions.
- Developing reports for teams across the business
- Manage and do bugfix, job request, enhancement
- Manage Support level 2 and 3 and
- Experience on 24x7 on multishift basis
- To assume lead role if required
- To lead investigation & troubleshooting
- Hands on troubleshooting skills
- Vast Knowledge in AWS, MySQL, DB, application support, network
- ITIL knowledge (change, incident, request)
Prerequisites
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
- Proven experience working in Level 2 application support, with a strong understanding of software troubleshooting and problem-solving methodologies.
- Proficiency in analyzing application logs, database queries, and system configurations to diagnose issues effectively.
- Familiarity with various operating systems (Windows, Linux, etc.) and databases (SQL, Oracle, etc.).
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical stakeholders.
- Strong customer service orientation and a collaborative mindset to work effectively within a team.
- Experience with incident management and ticketing systems (e.g., JIRA, ServiceNow) to track and document support activities.
- Ability to thrive in a fast-paced environment, prioritize tasks, and manage time effectively.
Rewards and benefits
- Competitive salary (compensation will be based on experience)
- Medical insurance
- Yearly reward based on performance
- Casual work environment and attire
- A solid team behind you: great people who love what they do
- A fun culture which promotes learning and knowledge sharing
- Opportunities for personal and professional growth offerings from our in-house Learning @ Aleph Academy, Flocket meetups, timely training for skills upgrade, workshops and conferences.
- Plenty of snacks (healthy and indulgent), beverages
Get in touch!
Aleph is an equal opportunity employer and we work in an engaging, collaborative environment, where ideas are shared freely. All qualified candidates will receive consideration for employment without regard to race,color, religion sex, national origin, disability, or protected veteran status.
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