Senior Technical Support Engineer ITS

Description

Responsibilities

• Serve as the Asia regional Subject Matter Expert (SME) and highest technical escalation point for Avocent Digital Solutions and Next Connect products.
• Lead investigation troubleshooting and resolution of critical customer and product issues.
• Support product introductions startup activities and post-launch stabilization across Asia.
• Partner with Product Management and Engineering to ensure product readiness and supportability.
• Develop and maintain support processes escalation workflows troubleshooting guides and knowledge assets.
• Provide technical guidance training and mentoring to regional support teams.
• Support strategic customers through technical workshops deployment planning and major incident recovery.
• Prepare technical documentation reports and operational analyses to support business decisions.
• Drive continuous improvement initiatives through trend analysis quality reviews and process optimization.
• Support team operations workload coordination and cross-functional projects as required.

Requirements

• Bachelors degree in Information Technology Computer Engineering Electronics & Communications Engineering or a related field.
• 7 years of IT software support technical support or data center experience.
• 3 years of experience supporting Avocent products.
• Strong knowledge of networking data center operations IT infrastructure SQL and web applications.
• Relevant technical certifications (Microsoft Cisco or equivalent) preferred.
• Excellent communication customer service presentation and interpersonal skills.
• Strong analytical problem-solving organizational and time management skills with the ability to work independently.

Required Experience:

Senior IC

Employment Type : Full Time
Experience: years
Vacancy: 1