System Engineer

Key responsibility Provide tier 2 technical support to a large scale of 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 system. Be familiar with escalation procedures when working with responsible departments, depending on the severity of an incident. Adhere to incident management KPIs. 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. Standby or On-call is required for this job position

QualificationRequired:

-Relevant Degree or post-secondary education (Ex. BSc IT / IS).

-Basic understanding of Network infrastructure, IT system monitoring tools and service management concepts.-Good English capacity to read/write in English and at least basic English capacity to communicate verbally.-Experience with providing technical support of mobile app / API / IIS / MS SQL.Optional:

-Microsoft Certified IT Professional (MCITP 2008) and/or Microsoft Certified Solutions Expert (MCSE 2012).

-Any modules or certification covering Microsoft SQL 2008 / 2012 / 2014.-ITIL V3 certification