Technical Support Engineer
Sybase 365, a division of Sybase created by the acquisition of Mobile 365, is the world’s foremost provider of messaging services and mobile enterprise software. Delivering 3.35 billion messages per month, and with reach to nearly 700 mobile operators around the world, Sybase 365 is at the forefront of mobile interoperability messaging and the distribution of premium content and value-added services. Headquartered outside of Washington, D.C., Sybase 365 has offices in Beijing, Guangzhou, Hamburg, Hong Kong, Johannesburg, Kuala Lumpur, London, Madrid, Mexico City, Milan, New Delhi, Paris, San Francisco, Shanghai, Singapore, Sydney and Taipei. Major operator customers include Verizon Wireless, Vodafone, Cingular Wireless, T-Mobile, Telel, Orange, Telefonica, O2, China Mobile, China Unicom and Hutchison. Major brand customers include Skype, Volve, Sony Pictures, MSN, Citibank, Siemens, Ogilvy, Yahoo! And Dunkin’ Donuts.
For more information, visit: www.sybase.com/365
Due to expanding operations, we are looking for suitable candidates to join us in the following positions:-
Technical Support Engineer (Ref : 14595)
(Singapore)
Responsibilities:
As part of the Service Desk team and reporting to the Global Technical Support Manager you will be responsible for working with a 24×7 Service Desk based in Dublin to provide Escalation Support to the team when a complex or highly critical issue needs resolving.
The Service Desk team provide support to all Sybase 365 A2P customers via email – and occasionally phone – on a 24×7 basis – covering 6 languages (English, French, German, Italian, Spanish and Mandarin) and working to business defined SLAs.
You will work with an escalations team to monitor and address all escalations to the Service Desk with the aim of providing a consistent level of mentoring and resolution assistance to the team in Dublin and to our strategic customers, in particular working on assigned hot issues for customers and account managers.
Working with the Knowledge Base Manager, Support Account Managers, New Product Introduction Manager you will also be involved in the coaching and mentoring of new and existing Service Desk agents to bring them up to an advanced stage of support knowledge and abilities as soon as possible.
You will keep an overall awareness of issues being worked by the Service Desk and highlight any potential or imminent escalations to the Global Technical Support Manager, the service desk management in Dublin and engaging 3 rd line escalation teams within Mobile 365; including but not limited to Production Operations, Software Development, Network Engineering and Systems Engineering, and the relevant sales account manager.
You will also work with the Service Desk management team based in Dublin to review (daily) all Service Desk tickets in an “action required” status and address any tickets that are in need of urgent attention. This will include tickets where technical and SLA limits have been reached.
Working with the Global Technical Support Manager you will need to stand in on an as-needed basis and during non European Hours
Principal Duties and Responsibilities
* Research into allocated issues at a much deeper level than basic resolution and providing detailed data on the issue and its resolution – to both customers and sales teams
* Participation in the creation and development of the service portal for self-help by customers and sales teams
* Document according to a pre-defined standard any technical resolutions that are recommended as being placed in the Service Desk Knowledge Base
* Monitor and address all escalations to internal.support e-mail group with the aim of providing a consistent level of mentoring and resolution assistance to the team in Dublin
* Stand in for the Global Technical Support Manager on an as-needed basis and during non European Hours
* Act as the main point of contact for the Service Desk during non European Hours for any high profile issues that are raised
* Identify and address any warm issues with the potential to turn into hot escalations with high visibility
* Undertake the work that can not be completed by the team in Dublin due to the write access restrictions that are imposed upon the team
* Action escalation requests according to time zone priority
* Undertake the work that can not be completed by the team in Dublin due to the write access restrictions that are imposed upon the team
* Update the Global Technical Support Manager on a weekly basis
* Work with the Global Technical Support Manager to identify any training needs that may be obvious
* Collate and document top 10 customers from each country – including details of the services the customers provide and their frequent problems – so that the Service Desk can have access to this information when resolving issues on a daily basis
* One-on-one mentoring and knowledge transfer to the Service Desk team in Dublin will be required on an on-going basis
* Use SLA timescales to assess overdue tickets and to work with the Dublin team to resolve or to resolve yourself where urgency is needed
* Report on Magic tickets worked on a daily basis to the Global Technical Support Manager using a simple format and highlighting areas that need further attention
* Keep sales execs and customers up to date at all times for ‘owned’ tickets
Requirements:
* Engineering degree in telecommunications or equivalent technical experience
* A minimum 3 years experience in a technical support position – preferably with a telecom related company
* Proficiency with PC workstations, basic software, and applications
* Intermediate knowledge of telecommunications, networking, and Internet essentials
* Solid knowledge of network access server functionality & troubleshooting
* Experience of Windows 2000, SUN Solaris, Linux OS
* Working knowledge of mobile devices and web protocols (SMPP, HTTP, etc)
* Working knowledge of SQL
* Experience with UNIX/Linux command line interface
* You will have excellent communication skills
* You must have excellent English language skills – written and spoken
* Self motivated individual able to work independently
* Proven ability to meet tight deadlines and take on multiple assignments.
* Exposure to Self Service portals an advantage
* Exposure to BMC Magic Helpdesk or similar an advantage
* Second language a distinct advantage (Mandarin, French, German, Italian or Spanish)
Job Location: Singapore
Sybase 365 is an Equal Opportunity Employer.
Interested parties to send their resumes to Sybase 365 website: sgm365jobs@sybase.com
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