Technical Support Specialist

5 days ago

Subang Jaya, Selangor, Malaysia Red Carpet Kids Child Care LLC Full time
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at Red Carpet Kids Child Care LLC. As a Technical Support Specialist, you will be responsible for providing technical assistance to our customers and ensuring the smooth operation of our Red Hat-based systems.

Key Responsibilities
  • Schedule and Coordinate Maintenance Activities

Schedule with customers on preventive maintenance activities to ensure timely and efficient maintenance of our systems.

Generate Comprehensive Reports

Generate comprehensive preventive maintenance reports to track and analyze system performance.

Upload Reports to Field Service Management System

Upload preventive maintenance reports to our Field Service Management System for easy tracking and analysis.

Update Tickets in a Timely Manner

Update tickets in a timely manner in our Field Service Management System to ensure accurate tracking and resolution of issues.

Provide Technical Assistance

Provide technical assistance to Level 1 Engineers to ensure prompt and effective resolution of customer issues.

Provide Onsite or Offsite Support

Provide onsite or offsite support to customers to ensure timely and effective resolution of issues.

Prepare Incident Reports

Prepare incident reports if required to document and analyze system issues.

Prepare Problem Management Reports

Prepare problem management reports, if required, to identify and resolve system issues.

Handle Small Scale Projects

Handle small scale projects independently and assist in large scale project deployment to ensure timely and effective completion.

Assist in Project Deployment

Assist in project deployment and ensure deployment according to timeline to ensure timely and effective completion.

Provide Input to Develop Documents

Provide input to develop documents for projects to ensure accurate and effective communication.

Capture and Update Project Implementation Technical Issues

Capture and update project implementation technical issues for lessons learned to improve system performance.

Conduct Project Testing and Commissioning

Conduct project testing and commissioning with customers to ensure timely and effective completion.

Update Installation Tickets

Update installation tickets in a timely manner in our Field Service Management System to ensure accurate tracking and resolution of issues.

Requirements
  • Diploma/Degree in Information Technology or Equivalent

A diploma or degree in Information Technology or equivalent is required for this position.

Minimum 3-5 Years Support and Deployment Experience

Minimum 3-5 years support and deployment working experience related in IT environment with Red Hat Linux, Red Hat Satellite, Red Hat Virtualization, Red Hat Ansible Automation Platform, and Red Hat OpenShift Container Platform is required.

Outstanding Verbal and Written Communication Skills

Outstanding verbal and written communication skills and ability to convey complex information to customers clearly and concisely is required.

Direct Experience with Hardware and Software Vendors

Direct experience with a variety of hardware and software vendors is required.

Ability to Manage Stakeholders

Ability to manage and cooperate with various levels of stakeholders up to C-level is required.

Knowledge of Red Hat Jboss and AMQ

Knowledge of Red Hat Jboss and AMQ is an added advantage.

Preferred Minimum Certifications: RHCE

Preferred minimum certifications: RHCE.

Ability to Work Independently and within a Team

Ability to work independently and within a team is required.

Respond to High-Level Escalation and Resolution

Respond to high-level escalation and resolution, root cause analysis of any issues that may arise as well as mitigation plan is required.

Primary Point of Contact for the Client

Primary point of contact for the client is required.

Service Request Ownership

Service request ownership is required.

Proactive Notification of Relevant Bugs/Issues

Proactive notification of relevant bugs/issues, releases, software advisories that could impact the customer environment is required.

Ensure Proper and Timely Resolution of Cases

Ensure proper and timely resolution of cases within SLA's is required.

Conduct Regular Service Review Meeting

Conduct regular service review meeting to discuss request status report, software versions and upcoming projects is required.

Provide Recommendations for Operational Optimization

Provide recommendations for operational optimization for efficiency, resilience and sustainability is required.

Engagement with Principal & Internal Support Teams

Engagement with Principal & internal support teams is required.

Provide Visibility of Principal's Roadmaps

Provide visibility of Principal's roadmaps is required.

Workshop/Education Sessions

Workshop/education (webinars) sessions to keep customer informed on specific technologies or processes is required.

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