Technical Engineer

Key Missions

• Analyses, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA


• Reproduces and document customer problems and escalate them to relevant solution or product development teams


• Provides input as required on product and customer specific functionality, configuration and usage


• Designs corrective action plans or local workarounds that allow issues to be solved within the SLA


• Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress


• Maintains support documentation up to date


• Carries out on-site administration and preventive maintenance activities


• Performs system upgrades at customer premises during post go live period (ramp up/grace period)


• Ensures procedures are correctly implemented


• Maintains IT infrastructure and backend components, including hardware and software


• Conducts standard and complex analysis in autonomy


• Anticipates to integration workshop as referent


• Maintain and update Lab equipment and perform software update in the Lab at the customer premises.

Purpose

• Degree in Electrical / Electronics / Computer Engineering / Computer Science or a relevant discipline; 


• 3-5 years of experience Technical Engineering role, Desktop support role or systems integrator environment


• Exposure in areas across Software application, Desktop applications, Backend Application and Hardware Appliance.


• Experience in Software Application and Integration is a plus.


• Experience in Kubernetes and DevOps CI/CD pipeline is a plus


• Strong analytical and problem-solving skills;


• Good understanding of IT infrastructure and architecture,


• Good understanding of Desktop and Software support, Security awareness, Windows, GNU/Linux, networking knowledge,


• Basic Knowledge of scripting and programming language (Java, Javascript, Perl, Bash, Python, Power shell, etc.),


• Knowledge of configuration management tools and languages is a plus (Terraform, Ansible, GIT, etc.)


• Containerization and orchestration knowledge is a plus (Docker, Kubernetes, etc.),

Profile & Other Information