Responsibilities:
• Provide technical support to escalations / cases relating to Network/ VM Systems, and document the escalation and resolution
• Provide troubleshooting and technical support via phone, web-based tools, and email.
• Provide 2nd level and up support for NOC and product team
• Provide Level 2 or 3 product and solution support
• Deployment of servers, workstations and network equipment (e.g. Microsoft Windows, Linux/UNIX Systems, Virtualization, Security and Application Management Solutions) network, endpoint and server solutions (eg, Network, Systems and Security Monitoring Systems, NGFW, IPS, IDS, SIEM, Routers, Network/Security Analysis Tools etc)
• Be Subject Matter Expert in assigned product categories
• Project manage deployment of IT solutions
• Presales Support for IT solution
Requirements:
• Minimum Bachelor holder in IT/ Communications Engineering
• Possesses at least 5 years of related Windows/NOC, network/server/endpoint support experience
• Experience in IT infrastructure management tools
• An up-to-date knowledge and understanding of business and industry needs as well as the technical demands
• Recognition of the importance of customer focus and/or of serving the needs of the end user
• Excellent communication skills, particularly the ability to communicate with staff who are not technically trained
• The skill to take on a variety of tasks and pay attention to detail
• Analytical and problem-solving ability
• Team-working skills and the ability to feel comfortable working with different work teams, clients and groups of staff across an organization
• Organizational skills and the ability to prioritize your workload
• Microsoft product, networking, virtualization, security solutions knowledge and professional certifications will be a plus
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