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Support Engineer & Operation Manager

Job Information

Position : Support Engineer & Operation Manager
Company : Datapath Networks Sdn Bhd
Contract : Full Time

Salary : Undisclose

Location : Johor Bahru, Johor
Postcode :

Posting Date : 21 May 2020
Closing Date : 20 Jul 2020

Academic Qualification :
Language Requirement : No

Job Description

Job Responsibility

Support Engineer 

  • Provides customer support through on-site installation as well as overseeing any necessary diagnoses, troubleshooting, service and repair of complex equipment and system. Responsible for creation and tracking of trouble tickets and resolutions of escalated ticket
  • Answers technical support queries and implements fixes for application problem
  •  Creates and maintains documentation for supported applications
  • Coordinates with customer to resolve technical support issues
  • Participate on a system support on 24/7. 365 days/year accurate and timely technical support on critical problems and advisory service for customer
  • Communicate with customers while investigating and providing problem resolution
  • Hardware and software installation and configuration, and equipment/production site commissioning
  • Participate in system integration and user acceptance tests, and compile customer configuration profile documentations
  • Performed scheduled night jobs activities
  • Control production by monitoring system process, 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 guide

Operation Manager

  • Working manger, participating in daily duties expected of Systems and Network engineers
  • Oversee the IT Operations Team, consisting of System Administrators and Network Engineers across all sites
  • Mentor staff to build skills and capabilities, closing technology gaps within the team
  • Evaluate team and provide regular feedback, including year-end reviews
  • Responsible for the delivery of projects and company initiatives on time and within budget
  • Serve as an escalation point for IT Operations Team for Enterprise issues
  • Communicate with customers to ensure understanding of deliverables and negotiate expectations
  • Proactively evaluate Systems performance/monitoring to enhance service delivery and provide a stable environment
  • Review Root Cause Analysis and develop solutions to prevent future issues
  • Manage vendors and contractors, hold them accountable for execution and work-related activities
  • Manage assets and licensing for enterprise applications (ex. Servers and Components and Windows Server Licensing)
  • Establish policies and processes within the IT Operations function to support standardization and efficiency, meet customer SLAs, and maintain systems security in line with industry best practices
  • Provide input to the IT Departments infrastructure roadmap and strategy
  • Remain current with developments in the technology field and evaluate the feasibility of incorporating newest solutions into IT workflows, processes, and procedures
  • Drive security initiatives set forth by leadership
  • Provide internal/outside training to all subordinates

Job Requirements

Job Benifits

  • Allowance (travel stipends, transportation, etc.)

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