• Location:
  • Salary:
  • Job type:
  • Posted:
    3 months ago
  • Category:
    IT & Computer
  • Deadline:
  • Job Level:

Key responsibility
• Provide tier 2 technical support to a large scale of products.
• Take ownership of the incident calls by providing acknowledgement, resolution and set expectations from the actual technical analysis.
• Log, investigate and track technical issues from clients.
• Closely monitor application events via web-based monitoring system.
• Be familiar with escalation procedures when working with responsible departments, depending on the severity of an incident.
• Adhere to incident management KPI’s.
• Ensure risks or concerns are maintained accordingly that could influence the quality of the software delivery or support and that timeframes are communicated properly.
• Work closely with other teams to ensure effectivity of resolving incident calls, and effective communication with other teams.
• Deploy and troubleshoot in-house software products’ features and fixes to live environments whilst understanding the potential impacts on various systems.
• Document technical articles and problem resolution steps in company knowledge base system.
• Identify and develop ideas to enhance tools, process, training, techniques etc.
• Work diligently and responsibly on all live environments.
• Provide excellent services to both internal and external parties in a timely manner.
• Standby or On-call is required for this job position




-Relevant Degree or post-secondary education (Ex. BSc IT / IS).

-Basic understanding of Network infrastructure, IT system monitoring tools and service management concepts.
-Good English capacity to read/write in English and at least basic English capacity to communicate verbally.
-Experience with providing technical support of mobile app / API / IIS / MS SQL.

-Microsoft Certified IT Professional (MCITP 2008) and/or Microsoft Certified Solutions Expert (MCSE 2012).

-Any modules or certification covering Microsoft SQL 2008 / 2012 / 2014.
-ITIL V3 certification