Senior Support Engineer

What you'll be doing:

• Lead and mentor junior support engineers
• Troubleshoot first- and second-level technical issues raised by local markets and regional users
• Prioritise issues and provide immediate workarounds to critical ones as far as possible
• Attempt to analyse the root cause of all problems and either provide the end users with a solution, workaround, or escalate the issue to the product team
• Verify, manage, track, and regularly communicate the status of issues reported between the user base in the region and the product team
• Perform data profiling, verification and analysis
• Monitor server activities, resource utilisation and general health of the systems, as required
• Collaborate with the DevOps team to implement new releases and changes in all environments
• Communicate new releases and changes to local markets according to the Change Schedule
• Participate and support user acceptance testing, as required
• Maintain application usage dashboard
• Build end-user training materials and operational guides
• Conduct training sessions
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What you'll need:

Essential

• Ability to coordinate with different parties while resolving complex support issues
• Excellent written and oral communication skills while articulating issues, statuses and resolutions on support issues
• Hands-on application support experience in solutions built in Microsoft technology
• Ability to write moderately complex SQL query statements for data analysis and profiling
• Hands-on experience and knowledge on how data interface and integrate between multiple systems such as sFTP, Blob, ETL artefacts, etc.
• Experience in using various troubleshooting tools and methods such as event viewer, analysing of log files, etc.
• Experience working with enterprise BI tools particularly Power BI
• Ability to work to deadlines and manage multiple concurrent tasks while maintaining attention to detail
• Self-starter with positive and proactive attitude
• Ability to rapidly learn new IT systems and tools
• Good problem-solving skills
• Customer-centric mindset
• Willing to work on shifts that support different time zones worldwide
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Desirable

• Cloud maintenance and support experience (such as Azure, GCP)
• Well versed in data warehousing concepts
• Knowledge on data modelling relationship and dimensional
• Experience in media or advertising industry
• Experience practising Agile methodology
• Experience in one or more of these: Microsoft Stored Procedures, SSIS, SSAS, .NET C#, Azure Data Technology stack
• Basic networking knowledge (such as ping, telnet, nslookup, etc.) and experience troubleshooting network connectivity issues
• Basic Azure Active Directory knowledge (such as account expiry, account locked-out, etc.) and experience troubleshooting Azure/Okta Authentication issues
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Minimum qualifications:

• Tertiary qualification in Computer Science or a relevant discipline such as Information Technology, Computer Engineering, Data Analytics, etc.
• 5 to 7 years of full-time professional experience in applications support
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Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are accepting: of new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people We promote a culture of people that do extraordinary work.

Scale and opportunity We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge