Deskripsi Pekerjaan
Are you an experienced IT professional looking to elevate your career with a global technology leader? FPT Asia Pacific is seeking a dedicated Helpdesk Support Engineer (Level 2) to join our dynamic team in Singapore. In this role, you will act as a critical escalation point, bridging the gap between L1 support and engineering teams to ensure the stability and performance of our production and staging environments.
You will play a pivotal role in maintaining system integrity, diagnosing complex technical issues, and delivering high-quality support to our clients. We are looking for a proactive troubleshooter who thrives in a fast-paced environment and is passionate about service excellence. If you have a strong foundation in system administration and a desire to resolve high-impact incidents, we want to hear from you.
Tanggung Jawab
- Provide high-level Level 2 (L2) technical support for production and staging environments.
- Handle and resolve escalated tickets from L1 support teams with a focus on timely resolution.
- Conduct deep-dive investigations into system incidents, application errors, and performance bottlenecks.
- Collaborate with cross-functional development and infrastructure teams to identify root causes and implement fixes.
- Maintain comprehensive documentation for standard operating procedures (SOPs) and knowledge base articles.
- Monitor system health and perform proactive maintenance to prevent downtime.
- Manage incident lifecycles in the ticketing system, ensuring clear communication with stakeholders throughout the process.
Kualifikasi
- Diploma or Degree in Computer Science, Information Technology, or a related field.
- At least 2-4 years of experience in an IT Helpdesk or technical support environment.
- Proficiency in troubleshooting Windows/Linux operating systems and common enterprise software.
- Strong understanding of network protocols, cloud environments (AWS/Azure/GCP), and database basics.
- Proven ability to manage high-pressure situations and prioritize tasks effectively.
- Excellent analytical, problem-solving, and communication skills in a professional setting.
- Experience with ITSM tools like Jira, ServiceNow, or similar platforms.