Support Engineer, Asia

Milestone Systems is looking for a skilled Support Engineer to work in our APAC Headquarters located in Singapore. We are looking for someone who is tech savvy and thrives in a technological environment. If you are a believer in technology at its finest, then this is the place for you.

Milestone Technical Support (MTS) is an international team of support professionals, engineers, developers and testers dedicated to excellent customer and partner satisfaction. MTS uses its core technical competencies and an excellent knowledge of the Milestone software and supporting applications to deliver responsive and reliable solutions. We do excellent support on a global scale and handle a wide range of setups and technical challenges daily, while keeping cool under pressure.

As a Support Engineer, you will be part of our Frontline team based in Singapore, Asia. Responding on emails, license chats, phone calls and cases assigned to you, you will be the main support contact for all general inquiries, as well as technical cases.

The job requires a high degree of passion, collaboration, great communication, and a can-do attitude.

With the challenges of different technologies, you’ll face in this role, there will be plenty of opportunities to grow both personally and professionally. Being the number one global supplier of VMS software, our installation base is diverse and challenges us with implementation of License Plate Recognition, Access Control, Perimeter Intrusion Detection and a huge number of partner-developed integrations based on our SDK.

As part of an international support team, you will operate in a fast-paced dynamic environment united in one common passion – to be the best.

As a Milestone Employee, YOU are the key to our success. Come join our dynamic international team and be a part of our rapidly growing, successful business.

You must be able to work in Singapore or have a existing visa to work.

Your Responsibilities:

• Make every customer interaction a satisfying experience through a professional, outgoing and personable attitude
• Resolves technical issues by applying advanced troubleshooting techniques and analysis
• Ensures that all relevant communication, documents and files related to the case are accurately archived in the support system
• Create and maintain a variety of self-help resource (KBs, how-to guides), monitor community forums
• Meet predetermined targets and represent the company in a professional manner
• First point of contact for basic/simple customer-facing issues, normally handled by the Partner or by Milestone Help-Desk
• Answers in-depth technical questions requiring remote troubleshooting and analysis methods/skills
• Troubleshooting product or Windows environment error messages

Professional Qualifications:

• Diploma, Associate or Bachelor degree in Computer Science, Computer Information Systems, or similar preferred
• At least 5-6 years of work experience doing support for external clients
• Conducts self with confidence and professionalism when speaking with all staff from immediate peers to executive management
• Experience with remote troubleshooting with TeamViewer (or equivalent tool)
• Excellent communication skills and fluency in English, both written and verbal
• Experience providing multichannel support, confident in providing support over the phone and public forums
• Good understanding of IP Network technologies
• Good technical understanding and practical experience with Microsoft Windows Server operating systems
• Knowledge of Microsoft AD user/group authentication
• Experience with Wireshark (or equivalent tool)
• SQL Express Management Studio knowledge would be an advantage

Personal Skills:

• Ability to take on increasingly challenging assignments with a 'can do' attitude
• Experience with Windows Server 2008/2012/2016 operating systems, including identification of performance bottlenecks and good knowledge of system architecture, such as running services and processes.
• Team player attitude: shares information, help colleagues and knows when to ask for help
• Confident of own capabilities and believes that persistence and hard work yield results
• Has good analytical problem solving capabilities.
• Gives and receives constructive feedback to strive for continuous self-improvement
• Able to deal with conflicts in a constructive manner and can recover from dissatisfied-customer situations
• Keywords: multi-task oriented, calm, polite, clear, articulate, positive, friendly
• Experience with Microsoft SQL Server, writing queries to fetch the data & resolve if any issue related to SQL, including making backups and monitoring general database health
• Experience with enterprise-level data storage technologies including RAID, NAS, SAN, iSCSI, Fibre Channel
• Experience with Networking technologies & components i.e. Switching, Routing, LAN, WAN etc..