Customer Support Engineer

Responsibilities

• Provide support on all technical problems within own area of expertise, through the provision of telephone or on-line support. Work with the customers/partners to troubleshooting, establish the root cause of problems and provide end-to-end support in accordance with the SLA and/or established process

• Contribute to maintain customer satisfaction with designated customers by fully resolving customer’s queries and/or problems and providing recommendations for improvement

• Participate in service improvement projects within own area by executing parts of projects - may at some point manage small projects if required

• Participate in delivery of technical consultancy and/or additional support service packages if required

 

 

Requirements

 

• University degree in IT/Engineering or equivalent

• 3-5 years of experience in a similar position in the same area with customer interaction and exposure

• Excellent communication skill in English and Putonghua, both spoken and written. Any additional Asian language(s) will be an advantage.
• Must have knowledge in Linux
• Good knowledge of AIX, Solaris, Linux, Windows Server Operating System, TCP/IP
• Good knowledge of routers, VPN and/or firewalls is an asset

• Knowledge of Perl, Java, IBM WebsphereMQ is an asset

• Strong analytical and troubleshooting skills

• A team player, willing to work in a multicultural environment and to go the extra mile in meeting service delivery targets Negotiable

• Willing to travel will be an advantage