Technical Support Engineer

Hitachi Sunway Information Systems Sdn. Bhd.; Malaysia; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player is seeking a dedicated Service Delivery Engineer to enhance customer satisfaction through technical support and problem resolution. This role involves developing and maintaining continuous integration and deployment pipelines, ensuring service level agreements are met, and proactively assisting businesses to minimize issues. The ideal candidate will possess a degree in Information Technology or Computer Science, along with relevant experience in server and network engineering. Join a vibrant team where your skills will contribute to improving service quality and customer relations in a dynamic environment.

Qualifications

• 1-2 years experience in Server/System, Network, or Security Engineering.
• Degree in IT or Computer Science required.

Responsibilities

• Respond to technical and customer relations inquiries regarding products.
• Develop and maintain CI/CD pipelines for product changes.

Skills

Analytical Skills

Problem-Solving Skills

Team Collaboration

Customer Relations

Technical Knowledge

Education

Degree/Diploma in Information Technologies

Degree/Diploma in Computer Science

Tools

MS Windows Operating Systems

Cisco Network

F5

Fortinet Firewall

Linux OS

Windows Server OS

HPE Hardware

Red Hat Virtualization

Job description

Department: Service Delivery / Technical / Developer

Responsibilities

• Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement.
• Develop and maintain continuous integration and deployment pipelines for product/solutions changes.
• Log cases, provide information, and troubleshoot to solve customer problems according to company’s KPI (Key Performance Indicators) for the business.
• Manage customer expectations based on customer entitlement.
• Keep customers informed, set, and follow commitments, keep precise case documentation, and case ownership, and add case resolution to knowledge management service.
• Engage team members for support as required to ensure internal or external business and end users/clients Service Level Agreements (SLA) demands are met.
• Elevate and/or escalate to next level in a timely manner when the case is complex.
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Active and self-paced improvement of technical and business process knowledge.
• Independently and actively improve the quality metrics towards the achievement of targets.
• To perform 24 x 7 hours and after office hours for standby duties that may apply to support client’s local & overseas operations.
• Assist in any other ad-hoc task assigned by your superior or management.

Requirements

• Degree/Diploma in Information Technologies, Computer Science, or related fields.
• Minimum of 1-2 years of relevant working experiences in Server/System Engineer, Network Engineer, or Security Engineer.
• Working knowledge in experience with MS Windows Operating Systems.
• Network infrastructure and security knowledge and smart hands support for Cisco network, F5, Fortinet firewall, Internet Gateway, DNS, DHCP etc.
• Knowledge and experience in server and backup i.e., Linux OS, Windows Server OS, HPE hardware knowledge, data backup knowledge.
• Knowledge and experience in virtualization i.e., Red Hat Virtualization platform, Linux OS, HPE hardware knowledge.
• Positive working attitude and willing to learn and take up new tasks as and when assigned.
• Team player, ability to collaborate effectively and maintain good relationships with team members and various stakeholders.
• Strong analytical and problem-solving skills.