L1 Support Engineer

7 days ago

Singapore CLOUD KINETICS CONSULTING PTE. LTD. Full time $60,000 - $120,000 per year

Responsibilities:

  • Monitoring & Alerts:

  • Track workspace health, pipeline execution status, and resource utilization.

  • Respond to alerts from Monitoring

  • Active monitoring email / MS team support channel.

  • Basic Troubleshooting:

  • Validate connectivity issues (e.g., workspace access, linked services, network issue).

  • Understand the functionalities from current project scope either App or Infra related.

  • User Support:

  • Handle access requests and basic enquiry or clarification.

  • 1st layer of contact from user

  • Support for system SLA 24/7.

  • Update assets inventory, service asset and configuration management, certificate, secret key rotation management - every month

  • Send the notification for schedule server patching and get approval from customer

  • Prepare the monthly report data, ex: SLA for incidents/SR tickets info on the tickets, IaaS performance matrix, security reports.

  • Phone stand by for support - anytime

  • Support SDM on day 2 day activities.

  • Ticket Management:

  • Monitor the dashboard according to user office hour

  • Do triage, assessment, clarification etc on the tickets

  • Escalate to L2 support with ready / complete information on the issue/SR.

  • Follow up the pending ticket to 3rd parties and action items that are required on a daily

basis.

  • Log incidents and service requests - on behalf of customers or just for internal

  • Routine Checks:

  • remaining SLA for each incident ticket, and escalate to SDM when the progress is slow.

  • Ensure the SR progress is moving, unless pending clarification from the customer.

  • follow up on the pending clarification from the customer.

  • coordinate the troubleshooting activities and update customers on the outcome - either interim or perm solution, etc.

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