Technical Support Engineer

Skill requirements

• Core knowledge in Desktop, Windows Server (Domain Controller, GPO), Linux, and Web Technologies (HTTP, Nginx/Apache, Web/DB Server)
• Strong Experience in technical troubleshooting (eg. Logs/Alert Analysis, Information Gathering, Reproduce Issue, Issue Identification/Categorization)
• Strong customer-focus with user-oriented skill, able to clearly articulate technical issues to both technical and non-technical audiences, and explain their impact on business.
• Familiarity with ticketing and collaboration tools such as Jira, Redmine, and Wiki.
• Knowledge of logging/monitoring environments (eg. Elastic Stack, InfluxDB, Grafana) is a plus..
• Strong interpersonal and communications skills, both oral and written.
• Able to work in a dynamic and ever-changing industry.
• A self-initiated and pro-active team player who can work with minimal supervision.
• Entry level candidate with IT related degree/background is encouraged to apply.

Responsibilities

• Provide Level-1 technical support which includes the area of desktops, servers, network, and applications.
• Performs general maintenance, backup/restore, and remedial repair on all IT related assets.
• Triage support cases, making sure to record, track, and resolve each technical issue efficiently and proactively.
• Communicate with internal/external users via IT ticketing systems, instant messaging platform and email. Take ownership of customer issues reported and see problems through to resolution.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. Publish resolution or technical documentation in the Knowledge Base for continuous education and prevention.
• Conduct regular releases/patches/upgrades to company’s systems and applications.

This is a duty shift position where the candidate will work at different shift in rotational basis with team members.