Our platform support team helps our high-profile clients manage long and short-form video content production and distribution with cloud-based applications. We provide video streaming services with advanced network architecture for sites located across the US. We're committed to delivering top-notch support around the clock, which is why we're expanding our team to include individuals based in Singapore to ensure 24/7 coverage for our platform.
WHAT YOU'LL DO
- Work with an experienced Support Enginering team to research, diagnose, troubleshoot, and identify solutions to resolve customer issues in a timely manner
- Take ownership of global customer issues reported via Netsuite ticketing system and see problems through to resolution by liaising with Edisen team members
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Capable of documenting procedures pertaining to IT support and networking troubleshooting in Confluence & Sharepoint
- Follow the SLA for issues with respect to the severity
- Develop solutions that improve our teams' ability to support customers
- Take part in 24-hour on-call pager duty weekly roster with 4 other team members to resolve occasional critical issues
- Learn and understand our video technology platforms
WHAT YOU NEED
- English language professional proficiency is required (written & verbal)
- Working experience in support ticket management, network engineering and troubleshooting preferred
- Proficient knowledge of basic networking (DNS, TCP/IP, OSI model) is preferred
- Experience in managing systems, network communication, advanced metadata exchange of mission critical 24/7 operations.
- Certification in networking, technology or another related field is preferred
- Experience with Microsoft Office suite is preferred (Sharepoint, Teams, Excel, etc.)
- Strong analytical skills to identify and resolve complex technical issues efficiently.
- Ability to troubleshoot system malfunctions and network connectivity problems effectively.
- Must be located in Singapore
WHO YOU ARE
- Tech savvy, comfortable communicating solutions with both technical customers and colleagues
- A team player; collaborate with global colleagues to find solutions and participate in internal assignments and projects
- Pro-active; you take initiative & find enjoyment in solving issues and improving processes
- You have a positive “can do” attitude coupled with an ability to self-manage
- You are methodical and organized with an ability to prioritize effectively to
accommodate tight deadlines in a dynamic & fast paced environment - You have an interest and ability in expanding your skillsets & knowledge
