The Truth of the IT Support Engineer

What is the IT Support Engineer

With the increasing use of technology in modern times, there is a growing requirement to provide technical support. Many organizations locate their technical support departments or call centers in countries or regions with lower costs. Dell was amongst the first companies to outsource their technical support and customer service departments to India in 2001. There has also been a growth in companies specializing in providing technical support to other organizations. These are often referred to as IT MSPs (IT Managed Service Providers).  

We are actively hiring IT Support Engineers in Singapore and Malaysia.

 

Type of IT Support Engineers

• Systems IT Support Engineer
• Infrastructure IT Support Engineer

Systems IT Support Engineer

The Systems Support Engineer undertakes complex projects related to system provisioning, installations, configurations as well as monitoring and maintenance of systems. He/She applies highly developed specialist knowledge and skills in systems administration and works toward continuous optimisation of system performance. He implements system improvements and instructs other IT staff in the resolution of most complex issues. He is required to be on standby with on-call availability with varied shifts including nights, weekends and holidays to resolve systems related incidents.

He works in a team setting and is proficient in Infrastructure systems and Network related tools and techniques required by the organisation. He is also familiar with the relevant platforms on which the database is deployed on.

The IT Support Engineer is able to quickly and effectively solve issues as they arise. He is able to methodically identify the cause of the issue, evaluate it and develop a solution in collaboration with the team. He is able to communicate effectively and displays high service level standards.

 

Systems IT Support Engineer Salary in Singapore

S$2500-S$5000

Job Description for Systems IT Support Engineer

Oversee service level agreements and service improvements

• Monitor service-level objectives to ensure that requirements are met or exceeded
• Develop client satisfaction metrics and service procedures
• Propose recommendations to improve performance and client satisfaction
• Manage the development of service-level objectives and targets

 

Design and develop new systems

• Design and develop new systems Develop new systems in accordance with business analysis and systems requirements
• Design security and integrity controls
• Install, modify, implement and maintain systems
• Define the system maintenance procedures
• Analyse the use of new systems to identify enhancement needs
• Conduct user acceptance tests for the newly deployed systems
• Lead research initiatives for the development of advanced and automated approaches for system administration
• Interpret internal or external business issues and recommends solutions and/or best practices
• Provide technical advice on installation, setup, configuration of systems

 

Optimise systems performance

• Explore opportunities to optimise the delivery of systems services with emphasis on availability, reliability, scalability, and security
• Conduct system audits and upgrades
• Develop automated processes to define, measure, and report on service quality, stability and capacity
• Analyse system requirements and performance to optimise the use of network operating systems
• Schedule installations and upgrades in accordance with organisational policies, procedures and protocols

 

Resolve system-related incidents

• Conduct risk assessments of systems
• Investigate cause of systems issues and resolve issues to ensure uninterrupted operations
• Resolve escalated system-related issues to identify root cause and potential solutions

Infrastructure IT Support Engineer

The Infrastructure Support Engineer assists with infrastructure planning, design, operations and maintenance. He/She assists with technical infrastructure performance analysis to identify problems and risks, makes improvement recommendations and supports implementation of preventive solutions. He follows procedures, processes and quality standards and takes appropriate corrective action in response to readily identifiable infrastructure problems and incident. He is required to be on standby with on-call availability with varied shifts including nights, weekends and holidays.

He works in a team setting and is proficient in Infrastructure systems and Network related tools and techniques required by the organisation. He is also familiar with the relevant software platforms on which the database is deployed.

The IT Support Engineer is able to resolve issues quickly and effectively as they arise. He is able to methodically identify and evaluate the cause of issues, and develop solutions in collaboration with the team. He is able to communicate effectively and displays high service level standards.

 

Infrastructure IT Support Engineer Salary in Singapore

S$2500-S$5000

Job Description for Infrastructure IT Support Engineer

Oversee infrastructure operations

• Manage infrastructure operations activities and installation of infrastructure systems according to design specifications
• Align infrastructure operations with agreed service level agreements
• Leads infrastructure operations project planning and requirements phases
• Manage the implementation of agreed infrastructure changes and maintenance routines
• Contributes to the design and implementation of infrastructure replacement plans

 

Maintain infrastructure performance

• Perform ongoing tuning and optimisation of infrastructure hardware and software components such as updates and upgrades
• Manage infrastructure testing and implementation
• Gather performance and data usage statistics for capacity planning and reporting
• Pilot new tools, technologies, and/or processes to enhance the performance of infrastructure systems

 

Resolve infrastructure-related problems and issues

• Conduct root cause analysis to explore possible solutions
• Simulate user problems to explore solutions to resolve problems
• Oversee updates on issues to ensure resolution
• Recommend system modifications to address issues Guide and/or train teams to resolve infrastructure-related incidents
• Create temporary solutions until permanent solutions can be developed to resolve infrastructure-related incidents

 

Oversee service level agreements and service improvements

• Manage the development of service-level objectives and targets
• Monitor service-level objectives to ensure that requirements are met or exceeded
• Develop client satisfaction metrics and service procedures
• Propose recommendations to improve performance and client satisfaction

IT Support Jobs

Head of Operations and Support

Operations Centre Support Engineer

Systems Support Engineer

Operations Centre Support Engineer

Associate Infrastructure Support Engineer