Technical Engineer

Responsibilties:

• Analyses, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA
• Reproduces and document customer problems and escalate them to relevant solution or product development teams
• Provides input as required on product and customer specific functionality, configuration and usage
• Designs corrective action plans or local workarounds that allow issues to be solved within the SLA
• Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress
• Maintains support documentation up to date
• Carries out on-site administration and preventive maintenance activities
• Performs system upgrades at customer premises during post go live period (ramp up/grace period)
• Ensures procedures are correctly implemented
• Maintains IT infrastructure and backend components, including hardware and software
• Conducts standard and complex analysis in autonomy
• Anticipates to integration workshop as referent
• Maintain and update Lab equipment and perform software update in the Lab at the customer premises.

Requirements:

• Degree in Electrical / Electronics / Computer Engineering / Computer Science or a relevant discipline;
• 3-5 years of experience Technical Engineering role, Desktop support role or systems integrator environment
• Exposure in areas across Software application, Desktop applications, Backend Application and Hardware Appliance.
• Experience in Software Application and Integration is a plus.
• Experience in Kubernetes and DevOps CI/CD pipeline is a plus
• Strong analytical and problem-solving skills;
• Good understanding of IT infrastructure and architecture,
• Good understanding of Desktop and Software support, Security awareness, Windows, GNU/Linux, networking knowledge,
• Basic Knowledge of scripting and programming language (Java, Javascript, Perl, Bash, Python, Power shell, etc.),
• Knowledge of configuration management tools and languages is a plus (Terraform, Ansible, GIT, etc.)
• Containerization and orchestration knowledge is a plus (Docker, Kubernetes, etc.),