Support Engineer, Analyst
Datacom, Malaysia
Job Description
Our purpose
Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.
The Nitty Gritty
We have over 6,200 people across our global offices, and generate an annual revenue of over $1.2 billion, this makes us one of Australasia’s largest professional IT services companies. We have extensive expertise in operating data centres, providing IT services, software engineering and application management, as well as payroll and customer service design and operations. With this comes a long list of significant clients Datacom is committed to hiring, developing and promoting the best talent from a diverse range of backgrounds. We are local at heart, yet world-class in capability.
About the Role
The Support Engineer Analyst is responsible for providing quality and professional support for CloudBlue products, helping customers from all over the world 24 hours a day, 7 days a week by email and over the phone. In this role you will answer how-to questions, recommend best practices, diagnose and troubleshoot problems related to CloudBlue products.
What you’ll do
· Provide support to customers globally via email and over the phone
· Answer how-to questions and recommend best practices related to CloudBlue products functionality and configuration
· Investigate technical issues reported by customers, troubleshoot and identify solution and root cause
· Ensure that problems are solved by applying correct procedures and documentation
· Follow standard procedures for handover or escalation of unresolved issues to appropriate teams
· Manage own time and workload, provide prompt and accurate feedback and status updates to customers according to SLA
· Ensure proper recording and status update/closure of all processed tickets in the request tracker
· Document investigation steps and applied solutions in form of tech notes and knowledge base articles
· Adhere to defined standards and measures for quality and customer satisfaction requirements
· Maintain up to date knowledge about CloudBlue products, related products and technologies and support processes by attending trainings and self-study
Requirements
Linux amp; Windows Server Operating Systems
· Networking concepts and protocols: TCP IP, UDP, DHCP, netmask, subnet, routing, firewall, NAT, VLAN
· Web hosting technologies and protocols: web, email, DNS, HTTP, FTP, SMTP, POP3, IMAP
· Standards, protocols and data formats used for APIs and systems integration: JSON, XML, REST, SOAP, XML-RPC, OAuth, SAML
· Security concepts and protocols: encryption, public-key cryptography, SSL/TLS
· Web servers: Apache, IIS
· Email servers: Qmail, Postfix, Microsoft Exchange
· DNS servers: Bind, PowerDNS · Relational database management systems: PostgreSQL, MS SQL, MySQL
· SQL: data types, indexes, foreign keys, analysing and composing queries
· Odin Automation platform
· APS Standard and APS Connect
· Scripting/programming languages: Bash, PowerShell, Python, PHP · Cloud services platforms: Azure, AWS, Google Cloud
· Office 365
· Virtualization software: Virtuozzo, Hyper-V, VMWare
· Plesk web hosting control panel
· HTML, CSS, JavaScript
· Debugging tools: strace, tcpdump, Wireshark, browser debugger
· Fluent written and spoken English
· Good verbal and written communication
· Logical and analytical thinking
· Troubleshooting and problem solving skills
· Accuracy and attention to details
· Desire to learn and ability to learn fast
· Time management and ability to deliver on
· Excellent customer service skills
· Troubleshooting performance problems
· Training/coaching skills deadlines
· Ability to work both independently and cooperatively with others