Opportunities in the Upfront Portfolio


Onbase Support Engineer



Customer Service
tuen mun district, hong kong · Hong Kong
Posted on Friday, June 21, 2024

Job Summary:

Onbase Support Engineer role Reports to the IT Service delivery manager.

Provides post-sale support services to customers to coordinate and execute product/services implementation projects including installation, troubleshooting, problem resolution, and maintenance of products and service.

The Support Engineer is primarily responsible for providing technical support for our enterprise clients via multiple communication channels, proactively identifying, communicating & assisting clients in resolving known

software issues, working with clients to licence and provide configuration services for software modules, and troubleshooting installation, configuration and environmental issues identified by customers. Support Engineer

provides day-to-day system administration support for the solution. Provides patching and server recommendations for on prim solution. Knowledgeable in both on prim and hosted solutions.

This role will have fixed hours with a need to cover other regional areas for Onbase customer Support.


● Supports OnBase solutions dealing in areas of document capture, document storage, workflow, and other OnBase areas.

● Knowledgeable with OnBase Configuration, OnBase Client, OnBase Unity Client, OnBase Studio, OnBase Web Client, Hyland Unity Management Console of EP3 and later

● Support customers with test transactions and run tests to find errors and confirm the program meets specifications.

● Troubleshooting issues.

● Architect system requirements for data, workflow, logical processes, hardware and operating system environment, interfaces with other systems, internal and external checks and controls, and outputs

● Provide guidance to project team members on developing, testing, installing, and updating both customizable software and custom built applications

● Maintain accountability for the technical components of the solution and work with the Project Manager to ensure overall project success

● Support solution day-to-day operations and system administration.

● Fully participate in Agile team retrospectives to provide recommendations for improving software and processes.

● Work with both technical and non-technical staff to develop a training plan and training materials, and train end users, technical support staff, and internal staff to use programs

● Maintain accountability for the technical components of the solution and work with the Project Manager to ensure overall project success


● Bachelor’s or higher degree in a related field, or its equivalent, related to this field of work or work experience related to job description and the necessary competencies.

● Strong experience with systems support, troubleshooting, and resolution

● Experience with OnBase System software version 18 or higher

● Experience working with on prim patching

● Experience creating & modifying workflows

● Experience expanding & modifying solutions

● Strong DIP experience and troubleshooting

● OnBase certification required

Category: Information Technology

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here .

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

Requisition: J0072017