Senior Tech Support Engineer

Job Summary

The Technical Support Engineer is responsible for providing technical assistance, troubleshooting, and maintenance support for integrated IT systems, infrastructure and solutions deployed at client sites. This role ensures optimal system performance, minimal downtime, and high customer satisfaction by resolving technical issues efficiently and professionally.

You must be comfortable in performing frequent field support on a day-to-day basis.

Key Responsibilities

1. Technical Support & Troubleshooting

Provide L1/L2 support for hardware, software, and network systems.

Diagnose and resolve technical issues related to servers, storage, networking devices, security systems, and applications.

Perform root cause analysis and implement corrective actions.

Escalate complex issues to vendors or higher-level support teams when required.

2. System Implementation & Integration Support

Assist in installation, configuration, and commissioning of IT infrastructure solutions.

Support integration of multiple systems (servers, firewalls, switches, applications, etc.).

Conduct system testing, validation, and user acceptance testing (UAT).

Ensure deployed solutions align with project specifications and client requirements.

3. Maintenance & Monitoring

Perform preventive and corrective maintenance.

Monitor system performance, backups, and security logs.

Apply patches, firmware upgrades, and system updates.

Ensure SLA compliance.

4. Client Support & Communication

Provide onsite and remote technical support to clients.

Maintain clear documentation of incidents, service reports, and resolutions.

Communicate technical information to non-technical stakeholders.

Provide user training where required.

5. Documentation & Reporting

Maintain asset inventory and service logs.

Submit daily/weekly/monthly service reports.

Technical Skills

Operating Systems: Windows Server, Linux

Networking: TCP/IP, VLAN, Routing & Switching, VPN

Hardware: Servers, storage systems, desktops, networking devices

Virtualization: VMware / Hyper-V

Security: Firewalls, endpoint protection

Backup solutions

OceanDrive Networks Pte. Ltd. was incorporated in 2018, backed by a team with over two decades of industry experience. The company was founded with a clear mission: to deliver tailor-made, value-for-money IT solutions for businesses of all sizes — from small enterprises to large corporations. In today’s modern era, Information Technology is a critical component that businesses depend on to operate and grow.

At OceanDrive Networks, we are committed to meeting that need by combining reliable solutions with excellent customer service, building long-term partnerships based on trust and performance.