Support Engineer

Overview

We are seeking bright and friendly individuals with excellent communication skills, willingness to learn and apply new technology and a track record for providing great customer service. You will have opportunities to work in a variety of challenging IT environments to quickly build up your IT and communication skills.

What will you be doing?

As a Support Engineer, you provide Level 1 and Level 2 Support to existing clients, serve as a primary contact to identify, troubleshoot and provide resolutions to the reported issues. Your job is to work closely with the R&D Team by conducting preliminary investigations, i.e., replicating the reported issues raised and communicating to the support software engineers and Quality Assurance engineers of your findings to facilitate bug fixing.

Your responsibilities will include:

• Being a representative for project-specific customer inquiries and issues that you will take ownership of and bring resolution.
• Ensuring customer satisfaction in Project Support and Maintenance.
• Collecting information and performing deep-dive analysis, diagnosis, and troubleshooting.
• Committing to SLA for response and resolution, troubleshooting, and performing root cause analysis of technical issues.
• Communicating efficiently with the customer and the Internal R&D team on the bug fixes needed.
• Managing the status of issues raised and ensuring they are resolved effectively in a timely manner.
• Continually evaluating existing processes to streamline and enhance customer support activities.
• Managing and keeping track of change requests, bug fixes status, and system updates documentation.
• Preparing weekly statistic reports and presenting them professionally in the weekly progress meetings with clients.
• Preparing and keeping track of user manuals documentation and versions as well as release notes for upcoming enhancement releases.
• Conducting training/hand-holding sessions with users and guiding them to troubleshoot the system to resolve software issues or problems.

OK, I’m interested… is this the job for me?

We look for people who value agility, passion, and teamwork; those who can bring fresh ideas to the table and want the opportunity to learn, grow, and expand their careers. Bring your aptitude and build upon what you do best for our customers, partners, team, and you.

Other qualities that you’ll need to be a fit for this role include:

• Min Diploma in Information Technology/Computer Science/Computer Engineering.
• Preferably > 1 year experience in IT Industry managing large-scale applications support.
• Pro-active, customer-focused, and comfortable dealing with clients/vendors directly.
• Excellent communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
• Highly energetic, motivated team player, able to work under tight timelines and pressure to participate in digital transformation journey.
• Good interpersonal skills, resourceful, take ownership.
• Organized, meticulous, and able to work independently.
• Strong analytical and troubleshooting skills.
• Delivered B2B services effectively and efficiently, aware of service management preferred.
• Preference given to vendor-based software delivery experiences.
• Experience in Software Development and Microsoft SQL Server will be an advantage.
• Able to converse with Mandarin speaking clients.