IoT Support Engineer

Job Purpose:

•           Responsible for performing a variety of technical duties including schedule service, maintenance, regular updates, standard change implement and etc.

•           Execute routine health check, backup, recovery, changes as per operation schedule

•           Provide technical support to resolve customer issues by performing problem diagnostics and lead to closure

•           Act as an interface with service desk to provide assistance and suggestion

Responsibility:

•           Perform health check of all relevant systems and highlight immediate corrective action, follow up the issue as per escalation matrix appropriately

•           Perform backup and recovery as per operation requirement

•           Plan, schedule and implement standard change and lead to success

•           Analyze normal priority incidents/ service requests and resolve them within agreed service levels

•           Use troubleshooting techniques and tools to analyze technical problems

•           Interface with service desk to identify problems and communicate progress

•           Document procedures and technical resolutions in ticket system and in technical knowledge base

KPI:

•           % of completed operation

•           Time to escalation detected issues

•           Number of maintenance exceeds time window  

•           % of successful changes

Skill Requirement:

•           5 years technical support experience for L2, 1~3 years for L1

•           Strong IT background

•           Experience in change implement and management

•           Experience in patching and health checking

•           Understanding of IP Network / Storage / OS (SuSe Linux) /DB (MongoDB, GuassDB etc.)

•           Programming Skills in C++, Java, and C # (good to have)

•           Familiar with software application operation

•           Ability to maintain operating systems/ application log files

•           Knowledge of ITIL best practices

•           Good communication skills