Position Objective:

The Software Support Engineer is responsible for monitoring and attending client’s service requests, incidents, new features and any other related technical assistance required within their infrastructure and systems. The Software Support Engineer is responsible for the improvement of internal department operations, software stability and usability.

 Major Responsibilities:

• Provide technical support through the official ticket system
• Conducts scheduled maintenance operations over production environments, keeping the service levels within the agreed time frames.
• Alerts about high impact incidents and takes action following the respective major incidents handling procedure.
• Follows the established events management and monitoring processes to reduce adverse impact on operations.
• Follows up the resolution of escalated tickets, working with other departments and providers.
• Communicates with Customers and Account Managers to ensure their needs are covered.
• Creates high quality documentation based on his/her work experience and knowledge.
• Proactively propose, drive and/or document processes to improve the department work quality and efficiency.
• Execute platform upgrades, set up new client environments, performs data migrations and moves of websites, databases and application servers.

Other Responsibilities:

• Deliver bug fixes
• Deliver software enhancements
• Tasks delegated by immediate supervisors or higher
• Travel to customer to provide onsite data collection or support

Qualifications:

• Knowledge in .NET is preferred
• Knowledge in Microsoft server systems, SQL Server is preferred
• Knowledge in T-SQL, database structure
• Knowledge in scripting languages in Powershell, Javascript
• Strong verbal and written communication and interpersonal skills
• Ability to accept constructive criticism in an effort to constantly improve technical and soft skills
• Strong analytical and problem solving skills
• ITIL best practices knowledge preferred
• High level verbal and written English, Mandarin/Cantonese skills

We are the premier Asian-based provider of software solutions for online gaming and backend management. It is our dedication on continuous innovation and our striving for perfection that lead us to deliver one of the most realistic and powerful software in the market.