Level 3 IT Support - Dell / HPE

• Promotes internal mobility and encourages continuous development
• Exposure and opportunities to work with seasonal engineers and leaders

About Our Client

Our client is a global IT infrastructure services company with over 40 years of experience supporting enterprise and Fortune 500 clients. With 1,200+ engineers worldwide, it provides 24/7 IT support, network services, and infrastructure maintenance across industries including financial services, telecommunications, and manufacturing.

Job Description

• Serve as the highest technical escalation point (L3 SME) for complex server, storage, networking, virtualization, and operating system issues.
• Perform advanced troubleshooting and log analysis across Dell, HPE, Lenovo, Cisco, VMware/vSAN, Windows, and Red Hat environments to identify root causes and recommend resolutions.
• Provide backline support for critical customer incidents and lead resolution efforts for high-impact and business-critical cases.
• Coordinate with customers, field engineers, vendors, OEMs, and internal engineering teams to resolve complex technical issues.
• Assist with software installations, firmware upgrades, patching, operating system upgrades, and system recovery activities.
• Create and maintain technical documentation, knowledge base articles, procedures, and troubleshooting guides.
• Mentor and coach L1 and L2 engineers, providing technical guidance and supporting staff development.
• Participate in technical training programs, quality assurance activities, escalation management, and duty management functions.
• Lead customer communications during escalations and participate in customer review meetings when required.
• Support 24/7 operations, including on-call rotations and handling workload during overflow or short-staffed situations.
• Promote operational excellence by improving processes, reducing unnecessary costs, ensuring SLA compliance, and driving customer satisfaction.

The Successful Applicant

• Bachelor's degree in a related field or equivalent certifications.
• At least 5 years technical experience supporting for data center products, i.e. servers, storage, networking, operating systems and layered products (Dell, HPE , Lenovo)
• Experience focused on log review, error discovery, and component remediation
• Multi-vendor UNIX, VMWARE, and Windows OS experience preferred
• Aptitude and inclination to learn to support new products
• Strong Customer Facing Skills
• Ability to develop, document, and communicate clear, thorough action plans, technical procedures, and customer-facing documentation materials
• Has a thorough understanding of entitlement and SLA statuses related to service contracts, response commitments, and coverage levels

What's on Offer

As a growing firm with a tightly-knit team, the successful candidate will get the chance to contribute to a highly performing team while having the autonomy to make certain decisions for the team.

Contact

Winson Low (Lic No: R22106039/ EA no: 18C9065)

Quote job ref

JN-072026-7053661

Phone number

+65 6416 9865

Michael Page (Personnel) Pte Ltd | Registration No.201736642C