IT Solution Support Engineer

Job Title

IT Solution Support Engineer

Job Description

You are part of the Vanderlande Value Office team, providing 2nd-level support and specific technical expertise to customers and colleagues in the APAC region,  reporting to the LCS Director SEA & Head of Value Office in Malaysia.

Your profile

• You hold a bachelor’s degree in computer science or electrical engineering, or related fields
• 5 to 8 years of work experience in an IT and/or logistical automation environment (preferable)
• Affinity with IT and Industrial Automation, and interest in logistics processes.
• Knowledge and experience with Linux commands, Oracle PL/SQL, Oracle Databases, Application Servers, Java code, and Python scripting is a pre.
• Preferably, you have a good understanding of IT service management practices (ITIL v3/v4)
• Enthusiastic, result-driven professional.
• Analytically strong and positively critical.
• Proactive, pragmatic, and hands-on attitude.
• Strong communication skills witha good command of the English language.
• Willing to travel up to 25% of the time.
• May have to work after hours and weekends as the operation runs 24/7.

Your responsibilities

• Analysing & reporting of system performance and undefined behaviour and phenomena of the system as well as functional reports and specific flow situations
• Executing the lifecycle of open tickets, proper reporting between shifts, and communicating with the stakeholders
• Continuously monitoring the customer’s BHS environment
• Help in identifying problems and performing Root Cause Analysis in close collaboration with other IT organizational groups
• Maintaining and supporting the Incident Management processes
• Troubleshoot SCADA-related issues, including connections with OT/IT equipment, to clients, and perform restore.
• Troubleshoot middleware issues like application servers and Oracle database backup/restore/cleanup, and assess health.
• Troubleshoot software components using logging, and apply simple patches/updates.
• Troubleshoot baggage system issues like reading bag traces, analysing system behaviour.
• Deploy and maintain IT Monitoring Solutions.
• Support and coordinate activities to update and upgrade live environments.
• Support the implementation of new service agreements.
• Support and train local support teams to strengthen their capabilities and toolsets.
• Planning and delivering preventive maintenance tasks & assigned change tasks (back-ups, patch execution, etc.)
• Creating documentation such as manuals, programming diagrams, network diagrams, work instructions and communication drawings
• Work with other team members, Service Desks, and customer teams to continuously improve our IT solutions and standards.