Application Support Engineer (like UCAAS Engineer)

JOB DESCRIPTION

Job Holder: Application Support

Date: 14 March 2022

1. GENERAL FUNCTION

Part of a team that functions as a single point of contact for service disruption, service requests, and for request for change. Overall ticket owner comprising of activities but not limited to incident diagnosis and resolution, request fulfillment and management on service related modifications.

2. MAJOR RESPONSIBILITIES

 Customer interface for fault management and change management. Responsible for technical troubleshooting and ensure timely resolution.

 Ensure regular customer communications of status progress on their reported concern.

 Escalate to high level support for prolonged cases for resolution or require their immediate attention.

 Attends to service requests and do necessary system configuration and coordinates with high level support if beyond capabilities.

 Proactive platform and infrastructure monitoring through NMS to ensure platform and service availability

 Internal and external supplier/support team liaison to drive for service restoration according to SLA requirement

 Accountable for customer satisfaction for service and operation support

 To undertake special assignments when required.

 Other tasks / functions that may be assigned by the Company as per business requirement. These may change from time to time to reflect the changing requirement of your position and our business

3. JOB REQUIREMENT / QUALIFICATION

• Holds a university degree in engineering or IT related field.

• Has software related background preferred

• Versatile and excellent problem solving and analytical skills used to resolve issues and challenges.

• Customer-oriented, strong self-motivated, aggressive and able to work under pressure in irregular hours.

• Networking background or System Admin preferred

• Know programming languages i.e. python, node js, javascript etc.

• Cisco Certified and other Cloud Certifications