Responsibilities
• Assist the Technical Service Manager in management of engineers’ resources, including monitoring of performance and skillsets required to enhance operational efficiency and meet contractual SLA
• Install, configure, test and maintain operating systems, application software and system management tools
• Provide technical hands-on to troubleshoot and resolve performance bottlenecks and systems/hardware related issues
• Support warranty and support activities including preventive maintenance patching, reactive remediation for vulnerability scan and firmware updates for systems devices
• Liaise with 3rd party vendors/IT providers for support and problem resolution
• Maintain security, backup, and redundancy strategies. Plans and implements system automation as required for better efficiency
• Manages and monitors all installed systems and infrastructure to ensure they are aligned with customers’ security policies, guidelines and SOP (standard operating procedure)
• Prepare for meetings and tailoring communications to address business needs of customers as part of the post sales process
• Handle customers' change request and follow through the change control processes
• Prepare and maintain assets to ensure availability and update of capacity reports
• Prepare and update technical documentations including SOP, system documents, deployment test plans, capacity reports and incident reports
• Analyze helpdesk (Level 1 support) / via phone or email requests promptly and provide solutions, follow-up on helpdesk for technical support and provide 2nd and 3rd level support
• Understand customer’s production support challenges, recommends solutions to meet their needs, and ensures high level of customer's satisfaction
• Stay abreast of product roadmap as well as understanding the scenarios, features and functions within each of the products and how these are applied to address business and technical problems. This includes interacting with distributors/vendors on an on-going basis to stay current
• Any other ad-hoc duties as required or assigned
Requirements
• Bachelor Degree or Diploma in Information Technology/Information Systems/Computer Science/ Engineering or equivalent qualifications
• Good technical skillsets and knowledge in facility management with effective methods, strategies and SOP to maintain customers’ operational requirement
• At least 5 years of experience in the following domains, but not limited to:
1. Network e.g. DNS, DHCP, SMTP, NTP, Routing, Switching, Wireless, Load Balancer
2. Security eg. Firewall, IDS/IPS, SIEM, SSL/IPSEC, Log Analyser, Network Access Control, Endpoint Protection
3. System eg. Active Directory, MSSQL database, Hypervisor, Storage, Backup
• Proficient in maintenance support operations including security patch/fix management and contingency/DR planning
• Experience in network / system management and deployment tools
• Hands on experience supporting established products such as Cisco, Alcatel Lucent, Palo Alto, Checkpoint, Aruba, Lenovo, Dell, HP, Pure Storage, Solarwinds, Veeam, Veritas, Vsphere etc
• Certification in ITIL, system and/or security are preferred
• Good understanding of a services business in a high-tech environment from a supplier, integrator or operator’s perspective with broad awareness of industry technical architecture, emerging technologies and best practices with sufficient knowledge to determine what is and is not possible
• Excellent communication and people interaction skills to establish good relationship with stakeholders and team
• Demonstrate strong leadership in motivating team to achieve common goals
• Possess strong analytical and problem-solving skills, combined with ability to provide quick resolution to problems
• Able to work independently with minimum supervision on 24/7 standby and under tight schedule / pressure
• Experience in managing systems in Cloud environment (eg AWS, Azure) is a plus
Licence No: 12C6060
