NOC Engineer
RemoteKuala Lumpur, Kuala Lumpur, Malaysia
Job Summary
Deliver remote technical support to global customers via phone, email, and portal by monitoring Grass Valley SaaS platforms and responding to incoming support tickets. Triage and resolve operational issues for deployed equipment and cloud-based technologies including AWS, while documenting troubleshooting progress and creating knowledge articles. Process Advanced Service Replacement exchange requests and escalate difficult technical issues to Subject Matter Experts. Onboard new customers to the AMPP cloud-native platform and ensure contract accessibility through the Customer Portal. Work a 24/7 shift pattern supporting traditional broadcast and new media workflows.
Required Qualifications
- Degree/Diploma in Computer Science, Information Technology, Computer Engineering or Broadcast
- Self-starter with a strong initiative for success
- Able to provide technical support to customers and colleagues globally via phone/email/portal
- Knowledge/experience in Linux or Windows administration
- Able to work on shift (we are operating on 24hrs/7days). Rest days do not necessarily fall on weekend or public holidays
- Fluent in oral and written English
- Fresh graduates with IT/DevOps/Broadcast aptitude
Desired Qualifications
- Basic experience with cloud monitoring tools such as Grafana and Kibana
- Basic AWS experience especially with EC2s, AMIs, S3 Storage and IAM Roles
- Experience with SalesForce.com, JIRA Service Management and Slack
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