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SENIOR SYSTEM SUPPORT ENGINEER

InfoConnect Sdn Bhd

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4-5 Years
5,000 - 6,000 monthly MYR
12 days ago
133 Viewed
67 Applied

Job Description

RESPONSIBILITIES :Applying strong analytical / logical problem-solving techniques to investigate and resolving complex technical issues raised by the customer. This involves analyzing of log files, and performing root cause analysis.
Interact directly with customers via onsite-visit, phone, email, or ticketing system to understand the issues reported, provide periodic updates on progress, and derive workaround solution in a clear and professional manner. Strong communication skills are crucial for managing customer expectations and building good rapport.
Deep understanding of software product supported by the company. This includes producing architecture diagrams, understanding of API integrations, basic security compliances, among others.
Maintain accurate records of customer interactions, troubleshooting steps and solutions is essential. To contribute and review input from support engineers to be updated to knowledge bases.
To produce technical documentations includes Integration Description Documents, Change Request Management, Performance Report, and Management Progress updates for Projects / Change Request.
Coordinating escalations to other support members and development department to ensure issue resolution is delivered in a timely manner.
Continuous improvement by keeping abreast with the latest technology, industry trends and best practice by attending online courses and external training programs to be provided by the company.
Training and mentoring by sharing experiences with other support engineers to contribute to the overall competence of the support department.

QUALIFICATION / EXPERIENCE / SKILL REQUIREMENT
Education: Degree or diploma in Computer Science, Information Technology, or related field is required. Candidates with relevant certifications or technical training programs are encouraged to apply. Minimum 4 years of experience in System Support, IT Operations or related roles.
Certification: Certifications related to specific software platforms, operating system, networking, database management, or IT service management (i.e. ITIL) is an added advantage.
Technical Proficiency: Candidates should have a solid understanding of computer hardware and software, operating systems, and networking fundamentals. Knowledge in Information Internet Service (IIS), Firewall, SSL Certificate configuration, SoapUI or Postman, JMeter, among others.
Time Management: Candidates should have the ability to prioritize tasks and manage workload in an effective manner.
In addition to these qualifications,

We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients
Required skill(s): Microsoft Products (i.e. Microsoft Windows Server, Microsoft SQL Server), Cloud Managed Services
Optional skill(s): Kubernetes DevOps, Virtualization (VM), Storage (NetApp, SAN, CSV), Microsoft System Center Configuration Manager (SCCM),
Willingness to travel to customer site when required.
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InfoConnect has been the leading provider of Information and Content Management (ICM) solution in Malaysia. Our clients are spread across Malaysia and overseas. InfoConnect provides ICM solutions to help organizations realize and enhance the returns of their information assets by connecting PEOPLE, PROCESS and INFORMATION across departments, enterprise and geographies. InfoConnect prides itself on its ability to deliver cost effective IT management solutions for its clients. InfoConnect constantly strives to challenge conventional knowledge in technology to bring in the best solutions. InfoConnect’s mission is to provide the best and cost effective content management and business process management solution to its customers.

History

Established in 1995 by CEO Mr. Lim Tong Pheng, InfoConnect has grown tremendously over the last thirteen years, both in its customer base as well as in its knowledge and skills on current trends and emerging technologies.

Major Milestones:-

1995 - InfoConnect was Incorporated

2002 - Docuflo document management system launched

2006 - Docuflo achieved Microsoft certification

2006 - InfoConnect awarded Microsoft Certified Partner

2006 - Subsidiary Docuflo (MSC) Sdn Bhd awarded MSC Status Company

2007 - Winner of Deloitte Technology Fast 500 Asia Pacific

2008 – Winner of Golden Bull Award For Most Outstanding SMEs

2009 – Business Expansion to Asia Pacific Region Launce Of 1Insurance Framework

2010 – Top Achiever for MDEC CDP Branding Recognized as :

Oracle Gold Partner

SAP Business Objects Partner

FICO Channels Partner

DELL System Integrator

2011 – Awarded SAP Best Newcomer 2011

2013 – Launch ECM solution for Banking

2015 – Docuflo DMS is Cloud Ready

2016 – Launch of Efficient Mobile Solution (EMO)

2017 – Incorporation of InfoConnect Company Limited (Thailand)

Incorporation of PT InfoConnect Solusi Indonesia

Launch of Robotics Automation Solution

Product & Services

Our integrated suite of solutions comprise of :- Enterprise Document Management Solution, Business Process Management Solution, Intelligent Content Capture Solution, Output Management Solution, Enterprise Faxing Solution, Enterprise Search Solution (Search, Classification, Taxonomy and Recommendation)

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