Job Description

About the Role
Under instructions and guidance of a manager, this position will provide technical support/administration of systems and applications for internal customers ensuring high reliability and ensure user satisfaction.

What to Expect:

• Perform day-to-day systems administration/management activities that may include initial set-up, configuration, testing of hardware or software platforms, user account administration requests and/or customization to maintenance and upgrade projects.
• Resolve problem management issues regarding system/operations by identifying corrective measures/ improvements. May include installations, set-ups, error message, online transactions, system/application status, and operational procedures in accordance with the service level agreement.
• Interact with network services, software systems engineering and /or applications development in order to restore availability of services and/or identify root cause of problems.
• Ensure user satisfaction by providing preventive maintenance, troubleshooting and problem resolution.
• May participate in the planning and implementation of system/network projects/enhancements, ensuring adherence to documented processes and procedures and risk mitigation efforts.
• May automate administrative tasks to improve the monitoring of applications ensuring effectiveness in line with customer needs and departmental policies.
• May participate and organize environment testing and installation/upgrades. Maintain records of deployment and identify problems.
• Manage and coordinate the problem and change management processes including coordination of the team\'s products/projects such as schedules, release planning and release management costs and the coordination of the change management process flow. Validate newly created cases and change requests for accuracy and completeness and forward to appropriate person(s) depending on the product.
• Review moderately complex problem situations and participate in the identification of opportunities for improvement to processes, procedures or tools.
• Acquire, develop and maintain technical and product knowledge in pursuance of the above objectives.
• Deploy software releases according to the Change Management process
• Ensure the correct level of security on the systems and during daily work.

What will make you successful:

• Bachelor\'s degree preferably in IT / Engineering or equivalent experience.
• 2-4 years of experience in a similar position in a comparable technical environment
• Passionate about IT and technology
• Excellent problem-solving skills
• Fluent in English (spoken and written)
• Has knowledge of Microsoft 365 MS Teams administration and PowerShell scripting.
• Good knowledge of Networking and TCP/IP
• Good knowledge of VoIP (Voice over IP) and QOS (Quality of Service)
• Basic knowledge of Cisco Call Manager, Cisco Unity Connection and Cisco IM & Presence (Jabber for Windows/iOS)
• Knowledge of Cisco Unified Contact Centre Enterprise (UCCE) or other Contact Centres is an asset
• Knowledge of Cisco Voice Gateways and CUBE (Cisco Unified Border Element) is an asset
• Knowledge of Cisco WebEx, Cisco Video MCU, TMS, TMSXE or other video/web conferencing and online meeting systems is an asset
• Ability to document processes and procedures in a clear and structured manner
• Flexible team player able to work in a process/procedure driven international organisation
• Customer orientation and Continuous Improvement mind-set are a must
• On-call and work on occasional weekend if needed (with compensation)
• Respectful and open to different cultures, religions, languages

You may like to know the team better by knowing the people in the team. Review LinkedIn profile of the people on the list below:

• May Pang - Chapter Lead (Hiring Manager)
• Mohd Marzuki - Unified Communications Engineer (Team Member)
• Polly Ip - Recruiter for the role.

What we offer

We put you in control of career
We give you a competitive package
We help you perform at your best
We help you make a difference
We give you the freedom to be yourself

We give you the freedom to be yourself. We are creating an environment of unique individuals - like you - with different perspectives on the financial industry and the world. An environment in which everyone\'s voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion , or veteran/military status.

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