About Stampede Solution

Stampede Solution is a leading technology solutions provider specialising in the Accounts Receivable Management and Recovery industry in Malaysia. We develop innovative software solutions that help businesses streamline operations, improve efficiency and manage their recovery processes effectively.

At Stampede, we believe in continuous learning, collaboration and creating opportunities for our people to grow alongside the business.

About the Role

We are looking for proactive and technically inclined individuals to join our IT Support team, with opportunities available across both Level 1 (L1) and Level 2 (L2).

In this role, you will be responsible for providing technical support to clients, troubleshooting application and system issues, and ensuring the smooth operation of our software solutions. You will work closely with clients and internal technical teams to investigate issues, identify solutions and deliver a positive support experience.

Whether you're a fresh graduate looking to kick-start your career or an experienced IT support professional ready for your next opportunity, we'd love to hear from you!

Key Responsibilities:

Technical & Application Support

Provide technical support to clients through phone, email and ticketing systems, ensuring timely and professional responses.
Investigate and troubleshoot application and system issues, including reviewing logs, database queries and system behaviour.
Identify root causes, recommend appropriate solutions and escalate complex issues to relevant technical teams when necessary.
Monitor system performance, including SMS servers, delivery processes and third-party integrations.
Collaborate with Development, QA and Infrastructure teams to resolve technical issues and improve system reliability.

Client & Incident Management

Manage support tickets from initial investigation through resolution, ensuring compliance with Service Level Agreements (SLAs).
Communicate effectively with clients, providing regular updates, clear explanations and realistic resolution timelines.
Prioritise incidents based on urgency, business impact and operational requirements.
Maintain accurate documentation of reported issues, troubleshooting steps, resolutions and root cause findings.
Take ownership of assigned cases and ensure timely follow-ups and proper resolution.

System Testing & Deployment Support

Assist with application testing, deployment and validation of new system releases or enhancements.
Participate in System Testing (ST) and User Acceptance Testing (UAT) activities when required.
Identify, document and report system defects, working closely with developers to validate fixes.
Support post-deployment monitoring and troubleshooting to ensure smooth system operations.

Team Collaboration & Continuous Improvement

Work closely with internal technical teams to investigate and resolve recurring application issues.
Contribute to technical documentation, troubleshooting guides and knowledge-sharing initiatives.
Identify opportunities to improve support processes, system performance and overall service efficiency.
Support team members in troubleshooting complex cases and share technical knowledge when required.
Participate in incident reviews and contribute to preventive measures and long-term improvements.

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IT Support Engineer (L1 - L2)