IT System Engineer

The primary role of this job is to provide the technical support of products to our worldwide engineers and customers.

What responsibilities will you have?

• Provide tier-2 technical support to a large number of products in a technical manner.
• Be responsible for product deployment and support for a set of defined products.
• Take ownership of the incident calls by providing acknowledgement, resolution and set expectations from the actual technical analysis.
• Log, investigate and track technical issues from clients.
• Closely monitor application events via web-based monitoring systems.
• Be familiar with escalation procedures when working with responsible departments, depending on the severity of an incident.
• Adhere to incident management KPI's.
• Ensure risks or concerns are maintained accordingly that could influence the quality of the software delivery or support and that timeframes are communicated properly.
• Work closely with other teams to ensure effectivity of resolving incident calls, and effective communication with other teams.
• Deploy and troubleshoot in-house software products' features and fixes to live environments whilst understanding the potential impacts on various systems.
• Document technical articles and problem resolution steps in company knowledge base system.
• Identify and develop ideas to enhance tools, process, training, techniques etc.
• Work diligently and responsibly on all live environments.
• Provide excellent services to both internal and external parties in a timely manner.
• Provide Stand-By and on-call support as requir