Technical Support Consultant - (1 - 5 Years)

Silverlake MasterSAM Pte Ltd - Singapore , Singapore


Date Posted    :    28-09-2017

Job Type    :    Full-Time

Job Location    :    Singapore , Singapore

Role    :    Technical Support Consultant

Education    :    Bachelor

Description

  • As part of the Professional Services team, the main responsibility is to provide technical consulting, implementation, support and service delivery to our customers on MasterSAM solution.
  • Offer system installation, implementation & upgrade services of MasterSAM solution.
  • Involve in full cycle of project implementation activities; such as business requirement gathering, solution design development, configuration & customizing, system documentation, testing & cutover.
  • Involve in post-implementation production support, to ensure the all the problem solving is met according to the Service Level Agreement target.
  • Follow up issue closely with customers and find quick & effective resolution.
  • Provide professional response to customer correspondence.
  • Support product enhancement or workaround by script writing or alternative solution to cater for customer’s requirement or issue.
  • Site inspection & preparation, involved in system staging and quality assurance testing.
  • Analyze project risk and provide status update report.
  • Support regional project implementation.
  • Support pre-sales activities like product presentation, demo & POC.
  • Conduct technical training to customers & resellers.
  • Ensure total customer satisfaction in relation to pre & post-sales support.
  • Demonstrate high level of confidence communicating to customers in relation to issue or presentation.

Desired Candidate Profile

Requirements:

  • At least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
  • At least 2 years of working experience in the related field is required for this position.
  • Minimum 1 year of hands on experience in Unix & Windows system administration or technical support.
  • Candidate with good experience & knowledge in IT security solution is highly encouraged to apply.
  • Hands-on experience in Unix/Linux shell scripting is a must.
  • This position will be based at Singapore, however you might be required to travel to support regional activities.

 

Preferred Knowledge & Experience:

  • Skills/experience in technical exposure in SQL query, MSSQL Database, Windows Domain GPO, Active Directory and IIS will be advantageous.
  • Preferably Senior/Executive specializing in IT Technical Support or equivalent.
  • Domain experience of supporting banking/insurance/Telco is advantageous.
  • Demonstrable track record of success in issue analysis and resolution, software testing and documentation
  • Excellent interpersonal skills and must be able to communicate to different level of people.
  • Excellent written and presentation skills
  • Excellent customer relationship management & negotiation skill

 

Good to have Skills:

  • Skills/experience in technical exposure in various platforms/areas like Networking, Firewall, VMWare, Cloud, Oracle, LDAP, Apache Tomcat, Jboss,  Perl, Disaster Recovery, High Availability, Web/Database Performance Tuning, etc.

Required Skills
  • Skills/experience in technical exposure in various platforms/areas like Networking
  • Firewall
  • VMWare
  • Cloud
  • Oracle
  • LDAP
  • Apache Tomcat
  • Jboss
  • ¬†Perl
  • Disaster Recovery
  • High Availability
  • Web/Database Performance Tuning
  • etc.
Company Profile
Silverlake MasterSAM Pte Ltd

Silverlake creates technologies to enable the Digital Economy. What sets us apart is the foundation for our computing principles, which are grounded on mathematical models. Through the years, Silverlake has evolved using mathematics to refine, expand and invent technologies, broadening into new industries and markets at the same time.

Founded in 1989, Silverlake has built an impeccable track record of successful digital banking implementations. Over 40% of the top 20 largest banks in South-East Asia run the Silverlake core banking solution, and today, we are the core system platform partner of choice for 3 of the 5 largest ASEAN super regional financial institutions.