Junior Platform Support Engineer

2 days ago


Singapore EDISEN SINGAPORE PTE. LTD. Full time
Roles & Responsibilities

Our platform support team helps our high-profile clients manage long and short-form video content production and distribution with cloud-based applications. We provide video streaming services with advanced network architecture for sites located across the US.


We're committed to delivering top-notch support around the clock, which is why we're expanding our team to include individuals based in Singapore to ensure 24/7 coverage for our platform.

WHAT YOU'LL DO
  • Work with an experienced Support Engineering team to research, diagnose, troubleshoot, and identify solutions to resolve customer issues in a timely manner
  • Take ownership of global customer issues reported via Netsuite ticketing system and see problems through to resolution by liaising with Edisen team members
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Capable of documenting procedures pertaining to IT support and networking troubleshooting in Confluence & Sharepoint
  • Follow the SLA for issues with respect to the severity
  • Develop solutions that improve our teams' ability to support customers
  • Take part in 24-hour on-call pager duty weekly roster with 4 other team members to resolve occasional critical issues
  • Learn and understand our video technology platforms
WHAT YOU NEED
  • Certification in networking, technology or another related field is preferred
  • Working experience in support ticket management, engineering and troubleshooting is preferred but not required
  • Proficient knowledge of basic networking (DNS, TCP/IP, OSI model) is preferred
  • Experience in managing systems, network communication, advanced metadata exchange of mission critical 24/7 operations.
  • Experience with Microsoft Office suite is preferred (Sharepoint, Teams, Excel, etc.)
  • Strong analytical skills to identify and resolve complex technical issues efficiently.
  • Ability to troubleshoot system malfunctions and network connectivity problems effectively.
  • English language professional proficiency is required (written & verbal)
  • Must be located in Singapore
WHO YOU ARE
  • Tech savvy, comfortable communicating solutions with both technical customers and colleagues
  • A team player; collaborate with global colleagues to find solutions and participate in internal assignments and projects
  • Pro-active; you take initiative & find enjoyment in solving issues and improving processes
  • You have a positive “can do” attitude coupled with an ability to self-manage
  • You are methodical and organized with an ability to prioritize effectively to
    accommodate tight deadlines in a dynamic & fast paced environment
  • You have an interest and ability in expanding your skillsets & knowledge

Tell employers what skills you have

Confluence
Troubleshooting
Microsoft Office
Analytical Skills
Ticketing
Reliability
SharePoint
Ruby
Network Architecture
Distributed Systems
Networking
Metadata
Team Player
DNS
Linux
Ability to Prioritize
Technical Support
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