IT Support Engineer

As a IT Support engineer, you'll have responsibility to response and reactive to client when the client’s system experiences issue. Your aim is to ensure resolve client issue whiten the SLA and provide improvement plan for the clients.

You may work internally as part of an organisation's IT support team, or externally as part of an outsourced IT networking consultancy firm working with a number of clients.

 

Responsibilities

As a system engineer, your responsibility include:

• Serve as the first point of contact for clients seeking technical assistance over email, phone and offer onsite support.

• Perform remote troubleshooting through diagnostic techniques

• Carry out schedule preventive maintenance to clients system

• Determine the best solution based on the issue and detail provided by clients or through the self-diagnostic

• Walk the client through the problem-solving process

• Direct unresolved issue to next level of support personnel and follow through the process until the issue is resolved

• Provide constant update to client relate to the on-going issues

• Record events and problems and their resolution in logs

• Identify and suggest possible improvements on procedures

• Compile periodic incident report and communicate with clients

 

Working hours

• You'll typically work a standard week. However, you may be on call outside office hours, at weekends or in the evenings, public holiday and need to be flexible in case of major technical problems or performing network migration.

 

Job requirements

• an up-to-date knowledge and understanding of company business and industry needs, as well as the technical demands

• fluent with help desk and IT support process

• Quick response to customer and maintain the SLA

• to recognise the importance of client focus and/or of serving the needs of the end user

• excellent communication skills, particularly the ability to communicate with staff who aren't technically trained

• the skill to take on a variety of tasks and pay attention to detail

• analytical and problem-solving ability

• teamwork skills and the ability to feel comfortable working with different teams, clients and groups of staff across an organisation

• organisational skills and the ability to prioritise your workload.

• Minimum professional certification as below:

  • Experienced in supporting enterprise level server, storage, networking, virtualization software, operating system, backup software, system & network management software

    • Enterprise server (HPE DL/ML Series, Blade, Huawei FusionServer, DELL etc) , storage (HPE 3PAR, MSA, Primera and etc), virtualization (VMware, Fusion Compute and others) and backup software (Veeam, Cohesity, HPE data protector)

    • Linux / Microsoft certification