Careers - STRATACACHE, A Family of Companies

Position:  System Engineer - Singapore
Location:  Singapore, Singapore
Job Id:  259
# of Openings:  1


STRATACACHE provides scalable customer experiences, empowering retailers to learn deeply about their customers’ shopping preferences and behaviors, allowing for personalized shopper interaction. Our solutions deliver consumer activation at the point-of-decision, generating new sales opportunities and enhanced retail profitability. With 2 million+ software activations globally, we power the biggest digital networks for the world’s largest brands. Across the STRATACACHE family of complementary digital media/ad tech solution companies, we have the technology, expertise and track record to bring retail innovation that delivers results.

Learn more about the STRATACACHE family at, on Twitter @STRATACACHE or on Facebook.

System Engineer

We are looking for dynamic professionals to boost our technical Team in our Singapore office. The role demands strong technical hands-on skills in networking and support. 

Core Responsibilities
  • Troubleshoot IT issues with internal stakeholders and clients, you will be responsible for handling at first point of contact
  • Effectively liaise with internal teams and third party suppliers to ensure speedy resolution of customer issue.
  • Effectively communicate regular updates to customers on the status of their logged issues
  • Accurately record all customer issues in the IT Service Management tool
  • Assign the preventive and planned activities to field Engineers
  • Escalating issues as per the criticality of the problem.
  • Ability to provide accurate diagnosis and suggest resolution to resolve network issues & outages
  • To follow and respect procedures rigorously
  • Follow support processes (trouble ticketing, ticket updates, incident/problem management, user communications etc.)
  • Sensitive to service KPIs, service quality and customer satisfaction

Basic Qualifications
  • 2-4 years relevant experience
  • Previous experience as a Service Desk Analyst and with IT Service Management / Ticketing systems
  • Experience providing hardware support (Desktops, Laptops, Networks (LAN/WAN, Routers, Switches, Firewalls)
  • Experience in working in a customer focused environment
  • Ability to work unsupervised, to a high standard and have excellent organisational & problem-solving skills
  • Have excellent communication skills both written and verbal with a friendly and professional phone manner and strong customer service focus
  • Willingness to learn and focus on results
  • Able to work under pressure, keep things simple, demonstrate patience and creativity and possess conflict management skills
  • Demonstrate a high level of customer focus and empathy
  • Strong Teamwork and communication / information sharing
  • Any experience in Servers (Wintel, SQL, VMware) and Storage Technologies will be highly regarded
  • Certifications such as ITIL, MCSE or MCITP, CCNA will be highly regarded

Other KSAs
  • Displays a positive attitude.
  • Clearly articulate ideas and thoughts verbally.
  • Accurately prepares written business correspondence that is coherent, grammatically correct, effective and professional. 
  • Values clients and responds to their needs as they arise.
  • Establishes harmonious working relationships with team members.
  • Actively applies feedback received to day-to-day work and strives to improve performance.
  • Complies with all of our policies and procedures.

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