Role purpose

The primary role of this job is to provide the technical support of products to our worldwide engineers and customers.

Key Responsibility

• Provide 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 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.
• During a period of off time, each employee, especially for the pre-scheduled employee is still recommended and encouraged to:
  1. Be available for contact at all times by phone and/or by other electronic methods; and
  2. Upon taking the assignment for Overtime prepare self to be ready within 30 minutes to use a computer and internet connection to start working Overtime.

Qualification

• Relevant Degree or post-secondary education (Ex. BSc IT / IS).
• Strong understanding of Network infrastructure, IT system monitoring tools and service management concepts.
• Microsoft Certified: Azure Administrator Associate certification and/or Microsoft Certified: Azure DevOps Engineer Expert. (Or equivalent certification)
• AWS Certified: AWS Certified Solutions Architect – Associate (or equivalent certification)
• Demonstrate a strong understanding of SQL2014->2019 including proven working experience with TSQL scripting.
• Strong understanding or working knowledge of API concepts/support/deployment and integration processes.
• Experience with Mobile App support and deployment.
• Internet Information Services (IIS). Understanding configuration, optimization, and troubleshooting of IIS.
• ITIL Certification would be advantageous. ITIL v3 and/or ITIL v4 Foundation certification.