Junior Support Engineer

Kuala Lumpur, Malaysia

We are seeking dynamic and career-minded individuals to join our team

As a member of the Support Team you will be acting as a 2nd line technical support representative, supporting primarily our external customers in the use of the Minotaur/Optimus suite of products aimed at fraud detection/prevention & risk analysis in the telecommunications industry. The application suite includes data mediation services, Unix/Oracle based core application and Windows based server/client front end GUIs. Joining a global team which provides 24*7 cover, you will be expected to participate in the deployment and maintenance of the company’s hosted services solutions which will be focusing on supplying our products on the Cloud as well as deployments of the application suite at customer’s own premises. The successful candidate will be expected to support existing customers with general application maintenance, fault diagnosis and upgrade planning as required. You may also be asked to perform other duties as assigned by the Support Manager.

Main Accountabilities & Responsibilities:

  • Review daily reports and logs for Managed Service Customers in order to provide a pro-active fault resolution service
  • Manage customer requests to a high standard utilising best practice in customer support
  • Provide technical support to resolve enquiries to customer’s satisfaction:
    • Define and understand the problem
    • Supply acceptable fix or workaround
    • Initiate and prioritise product defect resolution
  • Provide upgrade assistance on hosted and in-situ installations.
  • Adhere to the defined processes for Support Requests
  • Build application environments for fault replication and diagnosis
  • Troubleshooting and debugging
  • Work with other Technical Services team members to ensure the full availability of the hosted solutions
  • Participate in a 24x7x365 on-call rota for out of hours priority issues
  • Provide support primarily through the use of Remote Desktop/SSH tools

Requirements:

  • Review daily reports and logs for Managed Service Customers in order to provide a pro-active fault resolution service
  • A basic understanding of the Linux Operating System.
  • A basic understanding of shell scripting.
  • A basic understanding of SQL, PL/SQL and Oracle database architecture.
  • Experience with Windows Server Operating Systems
  • Exposure to IIS, Active Directory & Click Once technologies desirable
  • Exposure to Citrix XenApp desirable
  • Methodical and persistent problem solver

Work Experience:

  • One or more years’ experience in an SLA controlled technical support role
  • Experience in supporting a Unix and Oracle based application
    • Any commercial Unix or Linux acceptable
    •   Oracle 11g or 12C
  • Experience working with Telecommunications, Fraud or Risk Analysis sector(s) an advantage
  • Experience working with data mediation services an advantage

Interested candidates can email resumes to hr-asia@neuralt.com
Only shortlisted candidates will be notified.

Junior Support Engineer

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