Technical Support Engineer

Sourcing Specialist at Hitachi Sunway Information Systems

Provide 1st Level escalation and troubleshooting support to customer inquiries regarding product features, specifications, repairs, and entitlements. Window Servers Support Assist and help troubleshoot on Window issue Assist on Weekly Cadence Window Perform Monthly OS patching Window management : Planning and schedule time for patching activity Prepare the report patching tracker Prepare the compliance report Window and Linux Perform Monthly Inventory Update Update the customer inventory based on request Integrated CMDB of ServiceNow with customer’s Inventory Quarterly Rack validation Validate and update back the asset physical for customer Quarterly Local user review Scan and prepare the local user server using BigFix Prepare and maintain accurate documentation, contributing to knowledge management systems. Set and manage customer expectations, ensuring timely escalation for complex issues. Collaborate with internal teams to meet SLA requirements and proactively reduce recurring problems. Able to handle multiple tasks and cases independently with minimal supervision. Continuously improve technical and business process knowledge through self-paced learning. Ensure quality metrics are met and documentation standards are upheld. Work in rotational shifts as required. To be on off office hours standby support rotation. Technical Skills & Tools

Hand-on experience with using BigFix to manage automated patch management across multiple operating systems (Linux, and Windows), and Software distribution and OS deployment. Proficient in asset inventory collection and reporting. Hand on experience on using ITSM tool; ticketing systems such as Symphony and ServiceNow. Hands-on experience in basic database administration (MySQL, MS SQL, Oracle, PostgreSQL). Knowledge of backup and restoration tools, especially VEEAM. Basic operational skills in Linux environments and Windows Servers We are an equal opportunities employer and welcome applications from all qualified candidates.

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