About You:
We are looking to hire an experienced IT Operation Support Engineer person to join us on this journey, using their technology skills, to provide technical support for our managed service clients experiencing hardware, software, servers, and networking issues. They work either on-site or via remote systems to assist with software installations, network failures, hardware malfunctions, and other IT related issues.
As an IT Operation Support Engineer, you will meet with clients to determine the nature of the problem, diagnose hardware or software issues, assist with upgrades and fixes, provide effective assistance, and maintain strong customer relationships. You will also be responsible for maintaining and monitoring computer systems, including performing routine maintenance tasks such as backups, firmware upgrade, health checks, monitoring, troubleshooting, rectification of issues, scheduling and documentation for servers, switches, workstation, and all other related IT products.
To ensure success as an IT Operation Support Engineer, you should have in-depth knowledge of business software and hardware systems, excellent troubleshooting skills, and high-level interpersonal skills.
IT Operation Support Engineer
What You Will Do:
1. Manage and monitor all installed systems and infrastructure.
2. Install, configure, test and maintain operating systems, application software and system management tools.
3. Proactively ensure the highest levels of systems and infrastructure availability.
4. Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers/vendors to implement those fixes.
5. Carry out regular monitoring of servers, networks, services, and systems, analyze their performance, and liaise with relevant parties in rectifying areas of error.
6. Diagnose and fix network problems and hardware or software faults.
7. Maintain security, backup, and redundancy strategies.
8. Gather requirement and Develop Method of Procedure for firmware patches or related downtime activities.
9. Provide 2nd and 3rdlevel support.
10. Liaise with vendors, customers, and other IT personnel for problem resolution.
11. Documentation, update and keeping a record of issues and faults along with solutions, for future reference.
12. Adhere to internal and customers SLA requirement.
13. Perform testing and verification for firmware upgrade for maintenance activities.
14. Standby 24/7 as duty engineer for maintenance fault activation.
15. Perform other ad-hoc duties as assigned by the Manager.
What Requirements You Need:
1. Diploma or bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience).
2. Minimum 3-5 years or above with Day 2 operations experience required.
3. Proven experience and strong knowledge in IT operations, server hardware, Windows and Linux systems administration, networking, and virtualization.
4. Understanding of security principles and best practices and vulnerability assessment.
5. Able to understand and execute patch management, troubleshooting process and documentation works.
6. Possess excellent creativity, strategic, problem solving, and analytical skills, with keen attention to details.
7. Ability to assist with troubleshooting issues and propose resolutions.
8. Able to commit after office hours remote/on-site support for software or hardware related issues as first point of contact.
9. Able to work independently with minimum supervision, good interpersonal, communication and team player skills.
