Deskripsi Pekerjaan
Are you a seasoned technical professional with deep expertise in IT systems and a passion for problem-solving? Keppel Corporation, a global multi-business company with a strong presence in energy & environment, urban development, and asset management, is seeking a dedicated Subject Matter Expert (SME) for Technical Support to join our team in Sedenak, Johor.
In this pivotal role, you will be the go-to expert for complex technical issues, providing advanced support, guidance, and solutions to ensure the seamless operation of our critical systems and infrastructure. You will leverage your in-depth knowledge to troubleshoot, diagnose, and resolve escalated problems, significantly contributing to our operational efficiency and technological resilience. This is an exciting opportunity to not only apply your technical prowess but also to mentor junior colleagues and drive continuous improvement initiatives within a dynamic and forward-thinking organization.
If you thrive on tackling challenging technical puzzles, possess exceptional analytical skills, and are committed to delivering top-tier support in a rapidly evolving environment, we invite you to be a part of Keppel's journey towards a sustainable future.
Tanggung Jawab
- Serve as the primary escalation point for complex technical issues, providing expert-level diagnosis and resolution for critical systems and applications.
- Develop and maintain comprehensive knowledge base articles, technical documentation, and best practice guides to enhance support capabilities and facilitate knowledge transfer.
- Mentor and coach junior support engineers, fostering their technical growth and ensuring consistent adherence to support processes and standards.
- Analyze recurring incidents and problems, identifying root causes and collaborating with engineering and development teams to implement preventative measures and system enhancements.
- Participate in incident management, problem management, and change management processes, ensuring timely resolution and minimal disruption to operations.
- Provide technical leadership and guidance on new projects, system deployments, and technology upgrades, ensuring support readiness and operational stability.
- Evaluate and recommend new tools, technologies, and processes to improve support efficiency, customer satisfaction, and overall system performance.
- Collaborate cross-functionally with various departments to ensure alignment of technical support efforts with broader business objectives.
Kualifikasi
- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related technical field.
- Minimum of 7 years of progressive experience in technical support roles, with at least 3 years in a specialist, lead, or Subject Matter Expert capacity.
- Proven deep technical expertise in areas such as enterprise IT infrastructure (servers, networking, virtualization), cloud platforms (AWS, Azure, GCP), operating systems (Windows Server, Linux), or specific industrial control systems/OT environments.
- Strong analytical and problem-solving skills with a methodical approach to troubleshooting complex technical challenges.
- Excellent communication skills, both written and verbal, with the ability to articulate complex technical information to both technical and non-technical audiences.
- Demonstrated experience in developing documentation, knowledge articles, and training materials.
- Ability to work effectively both independently and as part of a collaborative team in a fast-paced environment.
- Relevant industry certifications (e.g., ITIL, Microsoft Certified, CCNA/CCNP, AWS/Azure certifications) are highly advantageous.