Pal Tech

Overview of job

PALTech is an IT company providing and developing software platforms that are scalable, superb quality and economical for varying business operational needs. We provide quality technical services for all kinds of organizations from small and medium-sized enterprises (SMEs) both locally and overseas. We are committed to deliver strategic and innovative solutions to add business value to our customers.

We are looking for a self-driven Technical Support Engineer to join our team. The candidate will provide technical troubleshooting assistance to a wide range of issues for our internal and external users.

Our ideal candidate is a person our users trust. They will rely on you to provide timely and accurate solutions to their technical problems. You should have the ability to research, diagnose, troubleshoot, and resolve the issues to the users’ satisfaction. You will be working in an environment with modern technologies (eg. Cloud, DevOps, Kubernetes) for your career advancement.     

The candidate also acts as a duty shift position to provide uninterrupted and responsive support to IT operations 24x7. 

Responsibilities

• Provide Level-1 technical support which includes the area of desktops, servers, network, and applications.
• Performs general maintenance, backup/restore, and remedial repair on all IT related assets.
• Triage support cases, making sure to record, track, and resolve each technical issue efficiently and proactively.
• Communicate with internal/external users via IT ticketing systems, instant messaging platform and email. Take ownership of customer issues reported and see problems through to resolution.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. Publish resolution or technical documentation in the Knowledge Base for continuous education and prevention.
• Conduct regular releases/patches/upgrades to company’s systems and applications.

This is a duty shift position where the candidate will work at different shift in rotational basis with team members.

• Core knowledge in Desktop, Windows Server (Domain Controller, GPO), Linux, and Web Technologies (HTTP, Nginx/Apache, Web/DB Server)
• Strong Experience in technical troubleshooting (eg. Logs/Alert Analysis, Information Gathering, Reproduce Issue, Issue Identification/Categorization)
• Strong customer-focus with user-oriented skill, able to clearly articulate technical issues to both technical and non-technical audiences, and explain their impact on business.
• Familiarity with ticketing and collaboration tools such as Jira, Redmine, and Wiki.
• Knowledge of logging/monitoring environments (eg. Elastic Stack, InfluxDB, Grafana) is a plus..
• Strong interpersonal and communications skills, both oral and written.
• Able to work in a dynamic and ever-changing industry.
• A self-initiated and pro-active team player who can work with minimal supervision.
• Entry level candidate with IT related degree/background is encouraged to apply.