Silverlake MasterSAM, one of the TOP25 APAC Compliance Solutions Providers, is a technology leader specializing in the comprehensive and credible suite of Privileged Access Management security solutions.
Established in 2004 and acquired by the Silverlake Group in 2015, Silverlake MasterSAM strives to protect and manage the most sensitive IT enterprise business platforms from a complete life-cycle perspective.
With a strong belief that “A great product comes from real users”, we at Silverlake MasterSAM, keenly listen to understand core problem areas of our customers. Augmenting this customer-centric approach is our strong innovative spirit that places elaborate focus on research and development in the privileged access management domain.
We relentlessly pursue innovation to ensure our valued customers and partners benefit from the most practical and trusted solutions for all their complex cybersecurity concerns. Silverlake MasterSAM, headquartered in Singapore, has an expansive presence in the region with offices in Malaysia, India, Vietnam, Philippines, Dubai, Australia and Slovakia.
To learn more, visit us at:
www.silverlakegroup.com
www.mastersam.com
Responsibilities:
- As part of the Professional Services team, the main responsibility is to provide technical consulting, implementation, support and service delivery to our customers on our product and services
- Offer system installation, implementation & upgrade services of our product and services
- Involve in the 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 a 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 a high level of confidence communicating to customers in relation to issue or presentation.
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 in 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 with different levels 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.
Related Job Searches:
- Company:
Silverlake MasterSAM Pte Ltd - Designation:
IT Technical Support Consultant - Profession:
IT / Information Technology - Industry:
Computer and IT