IT Support
Stampede Solution Kuala Lumpur Full-time
Client Support & Communication
- Respond promptly to client enquiries via phone, email, and ticketing system
- Handle frustrated or urgent clients calmly and professionally
- Acknowledge issues clearly, set expectations, and provide regular updates
- Take full ownership of assigned tickets until resolution
Troubleshooting & Issue Resolution
Perform first-level troubleshooting by:
- Reviewing documentation
- Checking logs and system behaviour
- Referring to past cases and known issues
- Escalate issues only after sufficient investigation, with clear findings and context
Support SMS-related systems:
- Monitor SMS servers
- Investigate and resolve SMS delivery or system issues
- Perform basic system and application checks
- Manage multiple tickets simultaneously
- Prioritise issues based on urgency, impact, and SLA requirements
- Ensure accurate and complete documentation for every case
- Follow up proactively to ensure issues are closed properly
- Assist in client-side testing and deployment of new releases
- Participate in System Testing (ST) and User Acceptance Testing (UAT) when required
- Report defects clearly with steps, evidence, and expected behaviour
- Document solutions and recurring issues to improve team efficiency
- Suggest improvements that reduce repeated support issues
- Continuously learn product behaviour and common failure patterns
- Work fully office-based
Be prepared for:
- Occasional late hours
- Weekend standby (rotational)
- Support team members when required, including coverage during leave
- College or University degree in Computer Science or a related discipline
- Comfortable communicating with clients verbally (phone calls included)
- Willingness to figure things out independently using documentation
- Able to stay calm under pressure and handle complaints professionally
- Strong sense of ownership — you don’t abandon tickets
- Able to multitask and prioritise under SLA pressure
- Resilient mindset — you don’t shut down when things get stressful
- Basic understanding of:
- Databases (MySQL, simple queries / joins)
- Web systems or client-server concepts
- Exposure to any programming language (PHP, C#, etc.) is sufficient
- Exposure to Microsoft.NET development using C#
- Knowledge of client/server application development, DB, MS Office products etc
- Problem-solving skills
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