A bank is looking for Level 2 Tech Support to join A bank IT Department from Head Office, Bahan Township, Yangon, Myanmar. We are looking for 2 post, one is Manager and one is Executive to build up Technical Support Level 2 Team. Kindly see the following information for your reference. 

Job Description for Manager,

• Provide technical support for internal users and handling issues escalated from Level 1 support
• Troubleshoot, diagnose, and resolve hardware, software, networking, and application issues
• Collaborate with other teams to investigate and resolve technical problems
• Document issues, troubleshooting steps, and resolutions in a ticketing system
• Work closely with internal teams to test, identify, and escalate bugs or issues for resolution
• Respond to and resolve service requests in a timely and professional manner
• Provide training and mentorship to junior team members
• Maintain knowledge base articles and help documentation for users
• Maintain adherence to SLAs and provide feedback to improve support processes

Job Description for Executive,

• Provide technical support for internal users and handling issues escalated from Level 1 support
• Troubleshoot, diagnose, and resolve hardware, software, networking, and application issues
• Collaborate with other teams to investigate and resolve technical problems
• Document issues, troubleshooting steps, and resolutions in a ticketing system
• Work closely with internal teams to test, identify, and escalate bugs or issues for resolution
• Respond to and resolve service requests in a timely and professional manner
• Maintain knowledge base articles and help documentation for users
• Maintain adherence to SLAs and provide feedback to improve support processes

Job Requirement for Manager and Execurtive, 

• Degree/ Diploma in IT or equivalent
• Minimum 5 years experiences as Level 2 support lead or similar role, Minium 2 years for the executive role
• Strong knowledge of operation systems (Window, macOS) and mobile platforms (iOS, Android)
• Strong knowledge of mobile wallets and banking domain
• Proficiency in ticketing systems (e.g., Jira, Zendesk)
• Familiar with cloud platforms (AWS, Huawei) is a plus
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users
• Strong analytical and problem-solving skills with a keen attention to detail
• Ability to work under pressure in a fast-paced environment