Operation Support Engineer - #1726

Role & Responsibilities

Prerequisites: The person must be familiar with Jira tracking system, as the Level 1 Support Team uses this tool for tracking and monitoring.

a. Attend to users' enquiries and provide timely responses.

b. Attend to users' issues, ensure system responses are monitored and addressed promptly, and escalate technical challenges to the relevant parties where necessary.

c. Attend live tracing sessions with users and the system vendor on issues that require further investigation.

d. Provide clarification sessions (online/in-person) to users and the system vendor where required.

e. Troubleshoot issues with the system vendor and review Root Cause Analysis (RCA) reports to assess whether resolutions have been correctly identified and applied.

f. Update and review documentation to ensure user guides and functional specifications are accurate and kept up to date promptly.

g. Support GMS Community events by collecting feedback and queries raised during the event and update the Product Owner accordingly. This includes participation in regular sessions (e.g. fortnightly or monthly) with a group of users to review and discuss system enhancements.

h. Support any related GMS/BGP briefing sessions/UAT/Testing with users. This includes taking notes, collecting feedback, providing support to users on queries raised.

i. Provide other administrative and operational support as required.

Requirements:

1. Degree holder with more than 3 years of working experience
2. Minimum 1 to 2 years of experience in IT helpdesk or Level 1 technical support roles, attending to users' enquiries and issues.
3. Experience in using Jira tracking tool.
4. Experience in troubleshooting IT system issues and working with system vendors on root cause analysis and resolution.
5. Experience in reviewing and updating technical documentation such as user guides and functional specifications.
6. Experience in supporting or participating in user engagement sessions, such as training, clarification, or community events.
7. Experience in monitoring system responses and escalating technical challenges to the relevant stakeholders promptly.
8. Meticulous and attention to details and able to work independently with minimal guidance
9. Able to work collaboratively with the various team members and engage with different stakeholders

1. Good interpersonal and communications skills

1. Able to demonstrate professionalism, a positive attitude, and a commitment to continuous learning throughout the engagement. This includes taking initiative to deepen familiarity with GMS and BGP, seeking clarification where needed, and proactively sharing knowledge and insights with the team to collectively improve service quality.