IT System Engineer

[Role purpose] The primary role of this job is to provide the technical support of products to our worldwide engineers and customers. [Key Responsibility] -Provide technical support to a large scale of products. -Take ownership of the incident calls by providing acknowledgement, resolution and set expectations from the actual technical analysis. -Log, investigate and track technical issues from clients. -Closely monitor application events via web-based monitoring system. -Be familiar with escalation procedures when working with responsible departments, depending on the severity of an incident. -Adhere to incident management KPI's. -Ensure risks or concerns are maintained accordingly that could influence the quality of the software delivery or support and that timeframes are communicated properly. - Work closely with other teams to ensure effectivity of resolving incident calls and effective communication with other teams. -Deploy products' features and fixes to live environments whilst understanding the potential impacts on various systems. -Document technical articles and problem-resolution steps in company knowledge base system. -Identify and develop ideas to enhance tools, processes, training, techniques, etc. -Work diligently and responsibly in all live environments. -Provide excellent services to both internal and external parties in a timely manner. -During a period of off time, each employee, especially for the pre-scheduled employee is still recommended and encouraged to: 1. Be available for contact at all times by phone and/or by other electronic methods; and 2. Upon taking the assignment for Overtime prepare self to be ready within 30 minutes to use a computer and internet connection to start working Overtime.