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Support Engineer Job Description

This job posting is for a Support Engineer position at a leading technology provider in the APAC region. The Support Engineer will be responsible for evaluating and resolving technical issues for customers via phone, email and a ticketing system. This will involve troubleshooting problems, replicating issues in a test environment, using remote access to resolve issues, and communicating with other teams. Candidates should have 2-3 years of technical support experience, be familiar with various operating systems and networking protocols, and have strong customer service and troubleshooting skills. Preferred qualifications include experience with mobile device management, virtualization, databases and web development.

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Gerald Maurice Urbina
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© © All Rights Reserved
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Download as DOCX, PDF, TXT or read online on Scribd
85 views

Support Engineer Job Description

This job posting is for a Support Engineer position at a leading technology provider in the APAC region. The Support Engineer will be responsible for evaluating and resolving technical issues for customers via phone, email and a ticketing system. This will involve troubleshooting problems, replicating issues in a test environment, using remote access to resolve issues, and communicating with other teams. Candidates should have 2-3 years of technical support experience, be familiar with various operating systems and networking protocols, and have strong customer service and troubleshooting skills. Preferred qualifications include experience with mobile device management, virtualization, databases and web development.

Uploaded by

Gerald Maurice Urbina
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Position: Support Engineer

Your Mission
Are you a motivated and forward-thinking individual who appreciates technical troubleshooting,
and would like to join a fast-growing business working with the latest technologies?

We are a leading technology provider serving the IT services sector across APAC region and
are looking for a highly capable Support Engineer who shall play a key role in evaluating and
quickly resolving technical concerns and questions with our products.  

Your Main Responsibilities:

 Support end-use customers via phone, email and ticketing system


 Troubleshoot, research, and resolve technical issues
 Replicate customer issues in a virtual test environment
 Utilize remote access technology to take control of users’ devices and resolve technical
issues
 Enter and manage support tickets from the point of entry to resolution
 Occasionally test and fix database-related issues
 Collaborate with Development, QA, and Engineering teams
 Promptly and effectively communicate and escalate software issues and feature
requests
 Support and assist Development team with requests and resolutions
 Perform additional tasks and assist with projects as directed

Your Profile

 Graduate of any IT-related diploma course


 2-3 years of technical support experience or applicable education
 Familiar with operational and security best practices, software packaging, and code
deployment
 Experience in managing and supportring Windows, MacOS, Android or Linux systems
 Understanding of Unix Fundamentals and MacOS commands/utilities (system
backups, file systems, job control, etc.)
 Understanding of core network services (DNS, HTTP, SSH, FTP, Switching/Routing,
etc.)
 Experience with at least one interpreted language (perl, python, php,ruby) AND a shell
language (bash, korn, etc.)
 Strong technical analysis and troubleshooting skills
 Experience using remote control software systems like TeamViewer, VNC, etc.
 Strong customer service, interpersonal, collaboration, and communication skills

Preferred Qualifications

 Experience deploying/managing mobile devices in enterprise environments (iOS,


Android, etc).
 Experience with Virtualization infrastructure and administration
 Deep understanding of TCP/IP and network architecture
 Familiar with PostgreSQL and their various replication and scalability strategies Web
development experience and/or knowledge of HTML5
 Additional language skills besides English (e.g., Korean, Indonesian, Vietnamese

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