Technical Support Engineer

  • Job Category
    Information Technology
  • Job level
  • Contract type
  • Location
  • Salary
    S$3500 - S$5500

Job Description

This role is part of the onsite team that provides Level 2 support and maintenance of IDEMIA systems at customer site.

Main Job Responsibilities:

  • Ensure customer satisfaction in maintenance and support
  • Maintain IT components and related border-control endpoints, including Hardware and Software
  • Troubleshoot, analyse and resolve tickets escalated by on-site Level 1 and Level 2 Teams
  • Commit to a resolution date, formalize action plan and implement workaround for fault rectification
  • Perform root cause analysis of technical issues
  • Communicate and interface with vendors and customers
  • Generate reports and write documentation, e.g. maintenance guide, operation manual, test procedures and test reports
  • May be required to stand in and perform 24/7 shift duty in case of resource shortage (standby allowance provided)
  • Other duties as assigned

What makes you a good fit for the role?

  • Ability to work in a fast paced & dynamic environment, handling complex incidents with professionalism
  • Conscious about service quality, with an appropriate sense of urgency in fulfilling customer requirements
  • Possess strong troubleshooting skills and techniques
  • Ability to manage daily support activities independently
  • Ensure completion of operational requests within agreed Service Levels (SLA)

Job Requirements:

  • Required to work in or travel between Changi Airport, Woodlands Checkpoint and other border checkpoints in Singapore
  • Preferably possesses own transport
  • At least 5 years of experience in technical support and systems administration in a vendor environment
  • Degree or Diploma in Computer Science/Computer Engineering/Information Technology related field, or equivalent practical experience
  • Due to our nature of business, there may be a need to use personal passport to carry out gate crossing tests (claim for passport replacement due to loss or damage in the course of duty is allowed)

Technical Skill Requirements:

Knowledge and experience in 2 or more of these skillsets:

  • Enterprise scale Linux and Windows administration with strong troubleshooting skillset
  • VMware ESXi and vCenter administration with strong troubleshooting skillset (Preferable with CLI knowledge) (6.5 and above)
  • TCP/IP Networking, Network/Security devices (e.g. Cisco Switch, Firewall)
  • PostgreSQL, MySQL, Oracle, and other database servers
  • Monitoring systems (e.g. Centreon, Nagvis)

Familiarity with the following will be advantageous: -

  • Management of SAN storage, NetApp storage and tape library
  • Administration/Management of security tools, e.g. Antivirus, EDR, etc
  • Windows PowerShell, Unix Scripting

Soft Skills Requirements:

  • Good knowledge and practical experience in ITIL framework
  • Independent team player with a people-oriented personality
  • Good leadership skills; able to motivate team members to achieve goals
  • Strong verbal/written communication skills

Closing on 10 Dec 2021