As an IT Infrastructure Engineer, you will be responsible for designing,
implementing, and managing the infrastructure components of our organization's
technology environment. This includes hardware, software, network systems, and
security measures. You will work closely with other IT professionals to ensure that
our infrastructure supports our organizational goals and meets the needs of our users.
As a Technical Support Engineer you will be responsible for:
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Helping resolve issues raised by internal users, at any time.
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Responding to issues raised by chat or over the phone.
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Assisting customers and team members with the efficient operations of network,
infrastructure, and systems.
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Contributing to a 24/7 team (in shifts; when applicable).
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• Evaluating situational urgency and, if needed, educating users how to properly report
issues.
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Applying quick fixes when possible and investigating possible root causes.
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Identifying and communicating with the relevant Development team to assist and/or plan
for long-term fixes.
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Linking Support tickets with their long-term-fix ticket, enriching them with investigation
results, surfacing overall progress of issue resolution.
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Maintaining the Support Runbook documentation along with the Development teams.
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Communicating trend analysis to the product team.
Job requirements:
Required Qualifications:
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Solid Computer Science fundamentals, excellent problem-solving skills.
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Understanding of computer hardware, software and maintenance
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Good at communicating, in written form, complex issues to both technical and
nontechnical audiences.
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Ability to adapt support offering to all levels of end user, including senior management
And executives.
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Bachelor’s or Master’s degree in Computer Science or related field from a top university.
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Able to work within the GMT+8 time zone.