Job Title: GK L2  Technical Support 
Location: GDC Malaysia (Candidates must be based in Malaysia and possess experience in Level 2 application support)
Department: GK L2 Support
Reports To: GK Support Lead / Operations Manager

As a GK L2  Support, you will be part of a newly formed team providing second-line support for one of the retail stores applications. This is a priority service for FJ, and team members are expected to work from the office during core hours, especially in the initial phase. Candidates must be based in Malaysia and possess experience in Level 2 technical support

Key Responsibilities:

• Technical Support & Troubleshooting:

  • Handle escalated technical issues from Level 1 support related to POS systems, payment terminals, and retail applications.
  • Diagnose and resolve hardware, software, and network connectivity problems.
  • Perform root cause analysis and implement corrective actions.

• System Maintenance & Configuration:

  • Assist in POS system updates, patches, and configuration changes.
  • Support integration with any inventory / ERP systems.
  • Ensure compliance with security standards and PCI DSS requirements.

• Collaboration & Escalation:

  • Work closely with vendors and internal IT teams for advanced troubleshooting.
  • Escalate unresolved issues to Level 3 or development teams when necessary.

• Documentation & Knowledge Sharing:

  • Maintain accurate records of incidents, resolutions, and system changes.
  • Create and update technical documentation and knowledge base articles.

👥 Customer Interaction

• Participate in DCB meetings and investigate UAT issues.
• Sync issues between customer and internal bug trackers.
• Support 3rd line teams with production defect investigations.

🧠 Required Skills & Knowledge

• 1-2+ years in technical support, preferably in retail or POS systems.
• Hands-on experience with POS hardware (payment terminals) and software platforms.
• Familiarity with retail applications, payment gateways, and security protocols.
• Strong understanding of Windows services and MSMQ.
• Familiarity with incident management tools (e.g., TFSNow, ITSM).
• Analytical skills for log file analysis and issue investigation.
• QA and testing experience in virtual and physical environments.

🏢 Work Environment

• Office-based during core hours (initial phase).
• Collaborative team setting with cross-functional interaction.