Jr. Technology Support Engineer

Role Purpose

The role holder works under limited supervision, performing routine activities and taking on non-routine activities. The role holder understands the importance of meeting Service Level Agreements and is focused on meeting customer expectations. The role holder will resolve escalations from other team members and will have a good knowledge of their working area, processes and required technical skills.

Key Accountabilities

• Technical Capability. Fully able to support routine technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs) and able to support less experienced team members

• Business Awareness. Develops an understanding of customer’s environment and service delivery requirements to enable the delivery of a first class service.
• Process. Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
• Problem Solving. Takes ownership for listening to and understanding customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems need to be further escalated to ensure satisfactory resolution.
• Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/Service Level Agreements. Monitors performance through statistical reporting and analysis.
• Team Working. Is a key team member, taking on escalations and supporting less experienced people in the team.

Responsibilities:

D esign, install and test RHEL OS based on client requirement.

Design, setup and test any middleware such as PostgreSQL, DNS, Redhat Jboss etc.

Works proactively

Other possible tasks:

• Customer project (Configuration Design and Documentation)
• Remote Infra Construction (non-DDH)
• Test result check
• Acceptance check
• Documentation - create manual, create operation flows
• Improve the environment of the operation rooms such as security and/or network

Participates in team's operational tasks (internal operations)

Execute mutually agreed plans for the benefit of the customer

Performs any other related tasks assigned by the direct Supervisor or Manager

Key Performance Indicators

• Feedback from customers, colleagues and team managers.

• Technical Assessments.
• Evidence of sharing and re-use of knowledge.
• Correct management of processes followed to deliver the service.
• Percentage of customer problems resolved within required timescales.
• Meeting service level requirements.

Skills & Experience:

Infra Operations and/or Build experience
Background on Windows (with Linux is a plus)

Experience on middleware such as PostgreSQL, DNS, Redhat Jboss etc.

Operations: eligible for any of Redhat or ITIL certification

Configuration: eligible for any of Redhat, Oracle Master, AWS, Google Cloud, MS Azure certification

Can work proactively

Willing on shifting work (24x7) if experience is more on Operations

Other technical experience preferred such as Java, Python, scripting

Willing to be deployed either local or international for short term (3-6 mos) / long term (1-2 yrs) as needed