Technical Support (SG)

Responsibilities:

• Provide technical support to customers, partners, and resellers for ESET products.
• Document, process, and analyse incoming customer requests through all communication channels.
• Gather relevant information based on requests received from the higher-level support and implement processes.
• Provide technical level 2& 3 support for consumer and business products.
• Qualify and escalate undocumented issues to next level support teams according to defined processes and procedures.
• Perform scheduled callbacks to customers and stakeholders and respond to their requests in accordance with the defined procedures.
• Perform enhanced troubleshooting.
• Become familiar with existing products and their components as well as with the tools, processes, and procedures that are relevant for the team.
• Consult the superior on problems and risks in a timely manner.
• Continuously develop technical knowledge and skills.
• Ad hoc duties as assigned.

Requirements:

• Experience in providing technical/ helpdesk/ deskside support
• Fluency in Cantonese, English, and Mandarin
• Capable of writing and reading Traditional Chinese

Senior Architect (Cloud Architecture)

Major Responsibilities

• Manage and develop cloud solutions and architecture designs by conducting in-depth studies of technical features and security assessments, evaluating existing and emerging cloud solutions from providers and in the market, ensuring solution compatibility and smooth system integration, and maintaining cloud security standards and operational efficiency
• Develop high-level solution designs and technical project plans with project teams, cloud/solution vendors and IT stakeholders and take responsibility for Bill of Materials for project budgeting and procurement purposes
• Manage, oversee and support the technical deployment of solutions and low-level design development ensuring alignment of technical setups with solution designs, with proper documentation and compliance with defined design principles and regulatory requirements, such as ISO27001, CSTAR, C-RAF and the Protection of Critical Infrastructures (Computer Systems) Ordinance
• Conduct regular reviews of existing cloud platform designs and architectures, recommending improvement plans to strengthen operation efficiency, performance and security posture
• Provide expert advice from technical and risk perspectives on the adoption of new technologies including cloud computing, platform integration and develop Cloud Platform roadmaps
• Perform other duties as assigned by supervisor(s)

Requirements

• University degree in Information Technology, Computer Science or related disciplines
• Minimum 10 years of relevant experience, preferably in financial institutions
• Solid experience with advanced troubleshooting skills in cloud infrastructure, container platforms, Infrastructure as Code (IaC), cloud management platforms, cloud-native solutions, cloud services integration and cloud security design
• Proven experience in technical project delivery including requirement gathering, solution designs, new solutions deployment and transition to operation and production
• Knowledge on Kubernetes, Linux/Unix, GitHub Enterprise, Sonatype, GitHub Action, Ansible, Terraform, Python, Golang, shell script, ArgoCD, HashiCorp Vault and CI/CD pipeline preferred
• Familiarity with ITSM processes, IT governance frameworks and IT compliance standards in financial industry preferred
• Analytical, innovative and structured problem-solving with a pragmatic and self-starter mindset
• Strong commitment to quality work with position attitude
• Good presentation, documentation and report writing skills
• Good command of written and spoken English and Chinese with proficiency in Putonghua is an advantage