The System Engineer in the Customer Support Operation and Maintenance team is responsible for designing, implementing, and maintaining the IT infrastructure that supports customer support operations. This role involves ensuring system reliability, performance, and security, as well as providing technical support to the customer support team. This position reports to the O&M Manager and Assistant O&M Manager.
Job Description:
- Facilitate all software modifications and upgrades as part of the software maintenance to upkeep smooth operations of the High Level Control (HLC) system.
- Prepare and review SUCOs / SARs (Access request approval) before obtaining approval from customer.
- Deliver service and support to the O&M Team when requested.
- Attend to and manage all software or hardware HLC related errors.
- Work closely with System Administrator to resolve software and hardware HLC related issues.
- Diagnose and resolve technical hardware and software HLC issues involving BHS Application, network connectivity and more.
- Gather information and determine the issue by evaluating, analyzing and isolating the details/symptoms.
- Follow standard processes and procedures.
- Identify and escalate priority issues.
- Redirect problems to appropriate resource.
- Reviews all system occurrences to prevent recurrence.
- Coordinate and follow up with Hotline on all reported cases and communicate to the customer where necessary.
- Interact with the customer to provide and process information in response to inquiries, concerns, and requests about products and services.
- Provide guidance and training to CC room staff on all software HLC related matters.
- Carry out training to staff and conduct practical test during off peak period.
- Coordinate with local equipment supplier/vendors (system related).
- Perform periodically review of system logs, operations report and follow up on action plans.
- Perform monthly server switchover tasks.
- Review monthly operations statistics together with the Manager.
- Provide monthly system performance analysis and generate required reports for stakeholders.
- Develop and maintain installation and configuration procedures where necessary.
- Maintain operational, configuration, or other procedures where necessary.
- Facilitate client's vendors to carry out VAPT and work closely with hotline to fix the VAPT findings.
- Schedule & deploy firmware updates & patches for equipment (Servers and Network devices) with vendors.
- Stay current with system information, changes, and updates.
- Compliance and Safety: Ensure all operations comply with health and safety regulations.
Requirement:
- Degree in Computer Science, Engineering or equivalent
- 3 years relevant experience as System Engineer
- Diploma in Computer Science or Engineering, or its equivalent, with relevant experience of at least 7 years will also be considered.
- Certifications insupporting relevant technologies such as MCP, MCSE and CCNA will be a definiteadvantage
- Experience in maintaining automated baggage handling systems or automated systems in material handling industries preferred.
- Experience in a control room environment preferred.
- Technical Proficiency: operating system, (e.g., VMware, Windows and Linux) and storage technologies, memory management, disk arrays, NAS/SAN, networking
- Problem-Solving: analytical skills to diagnose issues and develop effective solutions.
- Project Management: Ability to manage multiple projects simultaneously and deliver them on time.
- Attention to Detail: Ensure accuracy and reliability in system maintenance and upgrades.
- Must be a strong team player and able to work independently, with curiosity and strong problem-solving skills.
- Able to travel overseas if required.
- Possess strong communication skills in English.
