Technical Support Engineer - KV

Position: Technical Support Engineer (Job ID: 20334)

• Bugis

• Basic + VB

Job Description:

The role of the Technical Support Engineer is to provide quality and professional post-sales services to our customers via email, phone, text chat or on-site support. The Technical Support Engineer is based in Singapore and will report to the Team Lead, Customer Experience.

What your day will look like:

• Provide technical support to customers via phone, email, and chat.

• Use software tools to diagnose and solve complex issues and service outages

• Resolve problems in compliance with established processes

• Ensure timely escalation of critical customer related issues through proper channels

• Ensure timely resolution of customer issues

• Collaborate with other Technical Support specialists and R&D engineers

• Develop and maintain a strong relationship with new and existing customers

• Develop and maintain an extensive working knowledge of The Company's solutions

• Contribute to the evolution of our software and Support processes

• Participate in the elaboration of technical documentation and knowledge base article

• Properly document issues encountered in the field in the The Company's trouble ticket system and customer relationship management (CRM) tool

Field Support (as needed):

• Perform installation, audit, assessment, maintenance, and technical support of The Company's systems on customer premises

• Provide on-site and off-site professional services to The Company's customers, including proof-of-concept, on-site technical support, system deployment and commissioning, training, audits, and status assessments and will act as a general liaison between The Company and its customers

• Define product and functional requirements based on customer feedback and facilitate new product development work specific to the customer

• Provide an open forum for questions regarding strategic plans, best practices, and advice on upgrades special concerns, and ad-hoc consulting for software implementation, integration, training, and change requests

Job Requirements:

• Minimum Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or equivalent

• 3-5 years working experience in a related role

• Strong analytical and troubleshooting skills in both hardware and software

• Flexible, with a can do attitude, able to multitask, with an ability to manage prioritie

• Experience in customer service, technical support, and project management

• Strong sense of urgency with a desire to constantly learn and evolve at the same pace as the software

• Strong team player while possessing the autonomy to manage his own workload

• Experience in physical security environment

• CCNA qualification preferred

• Any other languages will be considered a strong asset

Technical requirements:

• Excellent administration and troubleshooting knowledge of the various Windows operating systems (Active Directory, file sharing, IIS, clustering, GPO, performance monitoring, etc.)

• Excellent knowledge of networking principles and IP protocols

• Experience with networking equipment configuration and troubleshooting (switches, routers, etc.)

• Experience working with a video security system over IP - CCTV system or Access control.

• Experience working with SQL databases

• Clear understanding of TCP, IP and UDP protocol stack

• Understanding of network storage (SAN, NAS, iSCSI) principles and best practices

• Understanding of server virtualization concepts

Great if you have:

• Programming experience with C#, Visual Basic, VBScript, PowerShell, or similar technologies

• Microsoft SQL Service administration experience

• MCSE, SQL Server, VMware, or similar technical professional certifications

• Deployment and troubleshooting of security systems such as: CCTV (IP cameras and encoders, video matrices, DVRs, etc.),

• Access control systems (administration of software, reader, controller, wiring, etc.), License plate recognition system and concepts

We regret that only shortlisted candidates will be notified. Other applications will be updated to our database for future job opportunities.

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