system engineer, l2
3 days ago
Purpose, Duties and Responsibilities
· To provide guidance and troubleshooting via phone call and remote support.
· To standby for Helpdesk L1 escalation or Onsite cases.
· Perform call and remote troubleshooting of reported issues and also perform proper escalation when necessary based on SLA and WLA.
· Accurately and concisely capture and document issues as well as information gathered and troubleshooting outcome in the relevant tracking systems and guides.
· Follow up closely on issues logged with respective parties to ensure remedy, resolution is provided to the client.
· Ensure and provide prompt updates on issues logged.
· To laisse and work with external teams such as Presales, Projects, Sales & Developer with any RCA, bug fixes, enhancement and integration as per customer requirements.
· Prepare incident report for client and management review.
· Provide ongoing feedback and suggestion to improve service quality and support function.
· Perform standby and after office hour support on rotation basis and must be available whenever your service is schedule/needed including off day/public holidays.
· Perform documentation on troubleshooting guide.
· To handle the L2/L3 case escalation as follows;
L2 Case:
Case related to System such as, but not limited to:
· Database (DB) structure amend, corrupted, modification, converting, migration, data amend, purge.
· System error in Script, ActiveX
· System error on any 3rd party integration software (Mall Interface, CC claritas, Mpay, etc)
· Reporting Sales not tally (SSR, X Report or Z Report) and sales missing.
· Reporting Error (query, missing template)
· Report missing bill, void, PLU, menu item
· Duplicate transaction at Backend
· Menu item, pricing amend
· HQ Merging
· Perform lab Simulation (Transight, C360E, CODS, Kiosk, etc) and lab UAT.
L3 case escalation:
Case related to enhancement such as integration, bug fix and new integration
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