Responsibilities

Install, configure, test and maintain operating systems, application software and system management tools
Provide technical hands-on to troubleshoot and resolve performance bottlenecks and systems/hardware related issues
Support warranty and support activities including preventive maintenance patching, reactive remediation for vulnerability scan and firmware updates for systems devices
Liaise with 3rd party vendors/IT providers for support and problem resolution
Maintain security, backup, and redundancy strategies. Plans and implements system automation as required for better efficiency
Manages and monitors all installed systems and infrastructure to ensure they are aligned with customers’ security policies, guidelines and SOP (standard operating procedure)
Prepare for meetings and tailoring communications to address business needs of customers as part of the post sales process
Handle customers' change request and follow through the change control processes
Prepare and maintain assets to ensure availability and update of capacity reports
Prepare and update technical documentations including SOP, system documents, deployment test plans, capacity reports and incident reports
Analyze helpdesk (Level 1 support) / via phone or email requests promptly and provide solutions, follow-up on helpdesk for technical support and provide 2nd and 3rd level support
Understand customer’s production support challenges, recommends solutions to meet their needs, and ensures high level of customer's satisfaction
Stay abreast of product roadmap as well as understanding the scenarios, features and functions within each of the products and how these are applied to address business and technical problems. This includes interacting with distributors/vendors on an on-going basis to stay current
Any other ad-hoc duties as required or assigned

Requirements

Bachelor Degree or Diploma in Information Technology/Information Systems/Computer Science/ Engineering or equivalent qualifications
At least 3 years of hands-on experience in installing, configuring and troubleshooting Windows based environments including Active Directory and MSSQL database
Experience with virtualization and containerization (e.g., VMware, Virtual Box) is a must
Proficient in maintenance support operations including security patch/fix management and contingency/DR planning
Experience in network / system management and deployment tools
Hands on experience supporting established products such as Lenovo, Dell, HP, Pure Storage, Veeam, Veritas, Vsphere, Solarwinds etc
Certificate in ITIL is preferred
Good understanding of a services business in a high-tech environment from a supplier, integrator or operator’s perspective with broad awareness of industry technical architecture, emerging technologies and best practices with sufficient knowledge to determine what is and is not possible
Possess strong analytical and problem-solving skills, combined with ability to provide quick resolution to problems
Excellent communication and interpersonal relationship building skills
Ability to work independently with minimum supervision on 24/7 standby and under tight schedule / pressure
Ability to write and maintain custom scripts to increase system efficiency and lower the human intervention time on any tasks is a plus
Experience in managing systems in Cloud environment (eg AWS, Azure) is a plus
Experience in supporting Alcatel, Cisco & Palo Alto devices is a plus

Shortlisted candidates will be offered a 1 Year Agency Contract Employment.