Systems Engineer (Service)

About the role

You will be part of the technical support team that provides technical support to customers. You will provide end customers and partners with in-depth technical assistance in the use of ANTlabs products and solutions, cooperate with the sales and professional services teams to ensure ongoing customer success and satisfaction, and participate in the creation and maintenance of support documentations.

Key responsibilities

• Provide project support, analyse technical problems and implement workarounds to recover services
• Provide product support as part of the technical escalation path, analyse technical problems and implement workarounds to recover services
• Provide necessary training for L2 & L1 to improve and maintain skills
• Understand delivered system integration projects for customers and be a subject matter expert
• Perform as subject matter expert for ANTlabs cloud service platform (Maintenance/Service monitoring) and ensure service uptime to the SLA
• Research into possible solutions for problems (systems) and propose where required
• Perform weekly rotational on-call standby
• Perform shell scripting and build automated tools for Service Department

About you

• At least 3-4 years' experience working with Linux OS servers
• Comfortable in handling customers over the phone and able to speak and write fluently in English
• Experience in setting up, configuring and maintaining Linux based databases, web servers, DNS, DHCP, Radius, proxy, DRBD, Linux Firewalls, regular expressions
• Working knowledge of protocols for TCP/IP, DNS, HTTP, DHCP, HEARTBEAT, CARP, RADIUS
• Able to perform trend analysis for related technical issues
• Experience in virtualization (VMWare, Microsoft Hyper-V, OpenStack, Docker, Kubernetes)
• Experience in deploying and maintaining cloud-based solutions
• Experience in bash scripting
• Some knowledge of php and Perl scripting
• Some knowledge of using Wireshark would be beneficial