Application Support Engineer

2 weeks ago

Tanjong Pagar, Singapore Trapeze Group Limited Full time

Job Summary:
The Application Support Engineer supports clients in problem analysis and resolution of their systems in production. The Application Support Engineer will work closely with the wider customer care organization based in Singapore, Malaysia, and Europe.

The Application Support Engineer will have customer satisfaction as a key priority and will take the necessary steps on-site to prevent and address problems and incidents that may occur on the customer's LIO system.


Job Description:

Key

Responsibilities:

The Application Support Engineer will work professionally under the general guidance of the System Consultant as part of a cross-functional team to undertake the following:

  • Be proactive in the on-site investigation and analysis of issues to identify underlying causal effects (not just fix the symptoms).
  • Undertake onsite deployment of Software releases and patches on the client UAT and Production environment.
  • Perform preventive maintenance activities such as critical software release patches and general housekeeping of server data and log files, occasionally during nonoperational hours.
  • Take ownership of the entire ticket resolution life cycle and manage support tickets to ensure customer queries are dealt with, and resolution targets are achieved.
  • Report on the status and statistics of support tickets with technical detail, translating them to easily understandable concepts when communicating with clients.
  • Manage the database of the customer portal and key client reporting.
  • Build client relationships and consistently follow up with clients to ensure customer satisfaction.
  • Update user manual and training documentation continually to ensure accurate information is provided to customers and that successful solutions can be shared with other customers.
  • Undertake comprehensive product testing to ensure a highquality product is delivered to each client.
  • Participate in the testing and deployment of system enhancement of additional functionality and modules.
Education and Experience

  • Relevant tertiary qualifications in IT, Software, Computer Science, Computer Engineering, Electronics Engineering.
  • Frontend: Comfortable with software configuration and retrieving logs from electronic hardware products or IOT devices. General understanding of wireless communications and networking technology.
  • Business Intelligence Tool: comfortable with reporting tools.
  • Prior experience in Customer Care or equivalent history of troubleshooting and problemsolving.
  • Preferably with ITIL certification.
  • Proven ability to analyze problems and recommend solutions or workarounds for customers.
  • Demonstrable knowledge of technical documentation skills.
Personal Attributes

  • Exceptional customercentric mindset and passion for customer outcomes and delivery excellence.
  • Effective communication and interpersonal skills in dealings with team members, customers, and other stakeholders, including tactfully communicating difficult/sensitive information.
  • Ability to build strong relationships quickly, both internally and with customers.
  • Interacts positively and professionally with all key stakeholders and customers. Excellent analytical, troubleshooting, and problemsolving skills within a multifaceted environment.
  • Aptitude to learn, displaying high initiative and creativity to tackle complex problems.
  • Be selfmotivated, highly organized, and independent, able to manage your workload and work unsupervised.
  • A mature and professional approach to work with an ability to instil a high level of confidence in others.
  • Accountable with an ability to adapt to the relevant internal procedures of a customer whilst adhering to company procedures.
  • A passionate 'cando' mindset focused on understanding and addressing customer needs.
  • A cooperative and proactive approach to "go the extra mile" to achieve results.
  • Act positively in a team environment, respecting each team member's contributions.
Travel

  • The position may involve international travel.
  • All air travel is economy class.

Worker Type:
Regular

Number of Openings Available:
0

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