System Support Engineer and System Application Engineer needed

System Support Engineer (Telecommunication)
(Kuala Lumpur)

 

Responsibilities:

General Summary:

Provides customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Responsible for creation and tracking of trouble tickets and resolution of escalated support incidents.  Answers technical support queries and implements fixes for application problems.  Creates and maintains documentation for supported applications.  Coordinates with customers to resolve technical support issues.

 

Principal Duties and Responsibilities:

• Participate on a rotation pager schedule that provides system support on 24x7, 365 days/year accurate and timely technical supports on critical problems and advisory service for customers.
• Communicate with customers while investigating or providing problem resolution.
• Collaborate with other teams to create quicker issue resolution to achieve high customer satisfaction.
• Answer escalation questions and provide consulting service for internal colleagues where appropriate.
• Develop working knowledge of all products and services offered by the Company.
• Hardware and software installation and configuration
• Equipment/Production site commissioning
• Participate in system integration and user acceptance tests
• Compile customer configuration profile documentations
• Perform scheduled night job activities
• Control production by monitoring system processes, working to resolve system problems and following established escalation procedures as required.
• Execute and support the operations installation of new software releases/updates into production by providing high-level technical guidance to operations personnel.
• Generate internal reports to support future business opportunity as well as analyzing and giving problem resolution.
• Generate external requested reports, files, and documentation to support problem resolution, billing issues, and new revenue generation.
• Generate internal reports to support future business opportunity as well as analyzing and giving problem resolution to the following departments
• Develop and implement software tools, documentation and procedures to accurately monitor production applications on a daily basis with early warning indicators.
• To carry out other appropriate duties as when requested.

Requirements:

• Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, Science & Technology or equivalent.
• Proficiency in Unix/Linux/Window/Oracle system administration for telecom service applications
• 3+ year(s) of working experience in the related field is required for this position.
• Willing to work in support line with standby 24x7
• Preferable candidates experience in supporting telco VAS products (under vendors environment)
• Supporting local operators market only
• Full-Time positions available.
• Applicants should be Malaysian citizens or hold relevant residence status.

System Application Engineer
(Kuala Lumpur)

 

Responsibilities:

General Summary:

Uses current programming language and technologies, writes code, completes programming, and performs testing and debugging of applications. Completes documentation and procedures for installation and maintenance. May interact with users to define system requirements and/or necessary modifications.

 

Principal Duties and Responsibilities:

• Perform programming assignment under supervision.
• Ensure the quality and efficiency of programming assignment.
• Implement customer solutions/services
• Perform system integration/acceptance test with customer
• Compile project documentations
• Assist system support engineers to troubleshoot technical issues
• Ensure that testing, version control and operational manual are properly conducted.
• Tests and develops modifications and writes operational manual
• Writes new program code using prescribed specifications, as appropriate
• Collaborate with other teams to create quicker issue resolution to achieve high customer satisfaction
• Answer escalation questions and provide consulting service for internal colleagues where appropriate
• Develop and maintain an in-depth working knowledge of all products and services offered by the Company.
• To carry out other appropriate duties as when requested.

Requirements:

 

Technical Requirements

• BS degree in Computer Science, Information Systems or related field or equivalent work experience
• 3-5 years related experience in C++ / JAVA Programming under Unix/Linux environment for telecom or internet services application
• Exposure in telecommunication industry an added advantage.
• Teamwork, self-starter and able to work under pressure and tight timeline

 Required Interpersonal Skills

• Good customer service skills and demeanor, along with ability to communicate with both technical and non-technical clients.
• Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques.
• Strong prioritization skills in a fast paced, time sensitive environment.
• Good interpersonal skills
• Good control and follow-up skills
• Good decision making skills
• Proactive Listening
• The ability to excel in a team environment under limited supervision.