Software Support Engineer

Job Title

Software Support Engineer

Job Description

Position: Software Support Engineer

Location: Hong Kong International Airport T2

Working hours: Shift (8 Hours or 12 Hours)

Job Summary:

The Software Support Engineer is responsible for providing IT operational and technical support for the Baggage Handling System (BHS) software at Hong Kong International Airport (T1). The role involves monitoring, maintaining, and troubleshooting the system’s software components to ensure smooth baggage flow and system availability. The engineer will work closely with other support teams, vendors, and airport operations to resolve incidents, implement system updates, and ensure the system is healthy.

Key Responsibilities:

System Monitoring & Health Check

• Perform daily system health checks to ensure the BHS software, databases, and interfaces are operating correctly.
• Monitor system performance and logs to detect anomalies, performance issue, or potential failures.
• Validate communication between subsystems and ensure data consistency across all integration systems.

Incident & Problem Management

• Investigate and troubleshoot system issues, analyzing XML data, Java logs, and WebLogic server logs to identify root causes.
• Escalate and coordinate with the Helpdesk, vendors, or other support teams for issues requiring higher-level support.
• Prepare detailed incident and problem reports, including root cause analysis and corrective/preventive actions.
• Ensure incidents are resolved within the agreed SLA and maintain proper documentation in the ticketing system.

System Maintenance & Change Management

• Plan, coordinate, and execute system maintenance activities, including backups, log archiving, and cleanup tasks.
• Support system upgrades, patches, and software enhancements in collaboration with the project or development teams.
• Participate in testing activities for new releases, patches, and configuration changes prior to deployment in the production environment.

 Database & Middleware Administration

• Perform basic Oracle Database maintenance and monitoring to ensure database health and performance.
• Review database logs, SQL errors, and application queries to assist in troubleshooting application-related issues.
• Monitor and manage Oracle WebLogic servers and related middleware components.

 Documentation & Reporting

• Maintain up-to-date system documentation including configuration details, procedures, and change logs.
• Prepare incident and performance reports for management and operations review.
• Document recurring issues and resolutions for knowledge sharing and future reference.

Collaboration & Communication

• Communicate effectively with the Helpdesk, hardware, and network teams to resolve cross-domain issues.
• Liaise with project teams for new deployments, enhancements, or system transitions to ensure operational readiness.
• Provide on-site or remote support during critical operations, system downtime, or scheduled maintenance windows.

Requirements:

Education & Experience:

• Bachelor’s Degree in Computer Science, Information Technology, or related field.
• Minimum 5 years of experience in software/system support or IT operations, preferably in airport or industrial automation systems.

 Technical Skills:

• Strong knowledge of Linux/Windows Server environments.
• Experience in reading and analyzing Java logs, XML messages, and WebLogic server logs.
• Basic knowledge of Oracle Database administration (SQL queries, monitoring, troubleshooting).
• Familiar with system integration concepts, TCP/IP, and client-server architecture.
• Understanding of incident management tools and ticketing systems (e.g., ServiceNow, Jira, or similar).

Soft Skills:

• Strong analytical and problem-solving skills.
• Excellent communication and documentation ability.
• Capable of working under pressure in a 24x7 operational environment.
• Proactive attitude with willingness to learn and support new technologies.