IT Infrastructure Support Engineer

5 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Soprano Design Full time
About Us:
Soprano Design is a global leader in the CPaaS industry, enabling enterprise communications with a customer-centered approach that drives significant results with our clients and partners. Our focus on technology builds solutions for the future of communication that create meaningful connections.

Job Summary:
This role focuses on maintaining the ongoing operations of Soprano Group's production deployments serving our global customers. It requires monitoring systems performance and responding to incidents to restore services to normal states. The ideal candidate will provide high-quality support, addressing incidents efficiently and escalating major incidents to Level 3 engineers as needed. They will also assist with customer support ticket escalations and maintain a low level of support tickets while collaborating with the Customer Services team to handle customer issues.

Responsibilities:
  • Monitor platform alerts and system performance to ensure efficient incident response.
  • Provide Level 2 support by triaging alerts through the alert console and escalating major incidents to Level 3 engineers.
  • Maintain internal Knowledge Base to help train and distribute knowledge internally.
  • Participate in the 24/7 NOC roster as scheduled.

Requirements:
The ideal candidate should possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor Degree in Computer Science/Information Technology/Telecommunication or equivalent. Strong analytical, problem-solving, and solution-oriented abilities are required. Excellent English written and verbal communication skills are needed to collaborate in a geographically diverse and cross-cultural global team. Familiarity with networking concepts, cloud platforms like AWS highly desirable. Some familiarity with Linux Operating System and SQL database would be great to have.

Benefits:
We offer competitive salaries, rewards and recognition programs. We're a lover of hybrid working, allowing us to stay connected to our global teams while allocating time to do the things we love. We pride ourselves on building technology for the future of communication that creates richer meanings, deeper trust and better connections. We are committed to a workplace environment where every employee is respected and empowered to be their best selves at work.

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