Senior Support Engineer/Support Engineer

Senior Support Engineer



Responsibilities:


Monitor incoming support request and handle according priority in a timely manner
Analyze the issue symptoms and get a clear understanding, shared with the customer:
Troubleshoot the support request using the team member’s knowledge and experience, internal knowledge base and available Google Support resources;
If needed, hand off support request among different geographic to maintain 24x7 coverage;
Collect troubleshooting information and raise the issue to Google Team (Consult the G Suite Support learning path for best-practices)
Less experience will be considered as junior support Engineer

Requirements:


Degree / Higher Diploma in Computer Science or related disciplines
Extensive understanding of web technologies/protocols (HTML, XML, HTTP), mail (SMTP, IMAP, POP, Exchange) and OS technologies (Windows/Unix/Linux administration);
Sound Knowledge of enterprise networking concepts (DNS, TCP/IP, Firewalls, Proxy Servers)
Ability to identify complex problems and collect information for troubleshooting purposes;
Empathy skills and interest in customer interactions;
Proficient in spoken English/Mandarin
Fresh graduate with passion in IT industry will also be considered
Immediate available is highly preferred