Role Overview and Objectives
Your role as a Technical Engineer is to provide support for MY Odin Application Management clients globally. The job scope requires you to troubleshoot and maintain the system under both Linux and Windows platforms, provide support a 3rd party hosted server product and its components.
Role Responsibilities
The Technical Engineer is responsible for:
- Provide support to customers globally mainly predominantly via email
- Manage own workload and provide constant proactive support and updates to customers
- Follow predefined processes around ITIL service delivery framework
- Consistently ensure all open tickets and live chats are managed and supported appropriately till closure
- To work on 24x7 rotation shifts based on the scheduled rosters set by the resource and planning team
- To perform remote troubleshooting of Odin Application Management product in client’s hosting environment
- To be involved in system integration projects for Odin Application Management products
- To be able to design and implement non-standard solutions for absent features in Odin Application Management product or non-supportable / out-of-scope / administrative tasks
- To troubleshoot errors related to SaaS and Cloud Services
- To troubleshoot issue related to virtual servers / container in VMWare, PBSM and Virtuozzo
- To troubleshoot errors related to SQL database hosting (MySQL, MSSQL, Postgresql)
- To troubleshoot errors related to DNS misconfiguration
- Troubleshoot domain registration and transfer issues, e-payment plug-ins and billing operations
- To answer and reply to phone calls on technical related issues on the assigned tickets
Requirements
•Specific language literacy (Japanese). Ability to Write, Speak and Read in Japanese
• Knowledge of Odin Application Management Product, Procedure amp; Systems
• Knowledge in Microsoft Windows Server Family
• Knowledge in Linux platforms amp; Linux server distributions
• Working knowledge in Active Directory and LDAP
• DNS and Domain registration and administration
• Networking concepts, Web servers, Apache amp; IIS
• Database servers, PostgreSQL, MySQL, MS SQL and SQL queries
• Knowledge in FTP Servers and SSL certificates.