Technical Specialist/Sr Technical Specialist

About the role

We are seeking Technical Specialists or Senior Technical Specialists with specialisation in Network or/and Infrastructure. There are a number of positions available.

Key responsibilities

• Perform troubleshooting and resolution of technical issues reported by customers.
• Perform ticket handling, routine checks and maintenance for customer environments.
• Diagnose and resolve escalated technical issues in a timely manner, minimising downtime for customers.
• Maintain accurate technical documentation, troubleshooting records, PM reports, SOPs and technical findings.
• Liaise with customers, internal stakeholders and relevant service providers to coordinate troubleshooting, escalation and service restoration.
• Support a 24/7 operational environment.
• Support monitoring activities, shift rotation or standby support where applicable based on the assigned role and operational requirements.
• Travel to the customer's site when necessary.
• Mentor and provide technical guidance to technical staff.
• Identify recurring issues and recommend improvements to systems, processes, or documentation.

About you

• Good time management, punctuality, positive attitude, high-quality self-management with minimum supervision.
• Skilled in multi-tasking, able to prioritise tasks including the ability to be flexible and adapt to changes quickly.
• Able to work independently and as part of a team.
• Strong learning capacity with a passion for learning.
• Willingness to support a 24/7 operational environment, including shift or standby support where applicable based on the assigned role and operational requirements.
• Able to relay technical information to users/audience with varying skill levels.

Candidates should meet the requirements relevant to the specialisation below.

Candidates are not required to meet both specialisations.

Network Specialisation

·       Ability to support and maintain customer network environments, including firewall, switching and wireless infrastructure.

·       Relevant working experience in IT networking or related field. The appropriate job level (Technical Specialist / Sr Technical Specialist) will be determined based on the candidate’s relevant experience and technical competency.

·       Possess technical hands-on experience in troubleshooting enterprise firewall products such as Palo Alto, Fortinet (FortiGate, FortiManager and/or FortiAnalyzer), Check Point, Sophos, WatchGuard and SonicWall.

·       Possess technical hands-on experience in managing/troubleshooting enterprise-grade switching platforms such as Cisco, Aruba, HPE, Ruijie, Huawei, Arista and H3C.

·       Possess technical hands-on experience with enterprise wireless access point platforms such as Ruckus, Cisco, Aruba, Ruijie and H3C.

·       Experience with network monitoring and management tools (e.g., LogicMonitor, PRTG).

·       Solid understanding of TCP/IP, DNS, DHCP, VLAN, VPN, routing/switching, wireless networking, firewall rules, ACLs and NAT.

·       Possess relevant industry certifications such as Fortinet NSE4 or above, CCNA or above, Aruba-related certifications, or other relevant product certifications.

·       Candidate with a bachelor’s degree in the related field.

Infrastructure Specialisation

·       Minimum 6 years of experience in troubleshooting technologies such as VMware ESXi, Hyper-V, HCI, 3-tier and Backup.

·       Possess proven technical hands-on experience in virtualization (VMware/Hyper-V), backup software such as Veeam and Commvault, and Windows Server support.

·       Able to support and maintain Hyper-Converged Infrastructure (HCI), including Sangfor and Nutanix.

·       Possess knowledge in storage solutions, preferably Pure Storage.

·       Knowledge in CentOS, RedHat and Linux is preferred.

·       Experience in Cloud (AWS, Wasabi, Oracle) will be a plus.

·       Relevant certifications (e.g., vendor certifications in HCI, Sangfor, Linux, or Microsoft Windows Server) are highly beneficial.

·       A degree or diploma in Computer Science, Information Technology, or a related field, or equivalent professional experience, is preferred.

·       Have solid professional experience, especially hands-on ability, with the ability to independently solve server and system failures.