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Associate Engineer

Date: 19-Apr-2022

Location: Singapore, Singapore

Company: Singtel Group

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative. 

Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.

 

Responsibilities:

 

  • Answer SingTel IPVPN and MS support calls within the targeted Service Level
  • Provide First Call Resolution (FCR) technical support to SingTel Enterprise  customers via phone and email
  • Log reported faults into ticketing system
  • Provide helpdesk support for general services
  • Provide 1.5 indepth level troubleshooting for IPVPN  and MS Services
  • Manage proactive monitoring service within the targeted Service Level
  • Provide timely updates to customers on the status of outstanding issues within targeted Service Level
  • Manage customer’s fault enquires and provide quality assistance
  • Manage incident ticket queue within target defined
  • Support team KPI to meet Time to Restore
  • Manage coordination within inter-cross operational supports to ensure speedy fault resolution
  • Provide escalation to relevant party on prolong outages.
  • Manage email within the targeted Service Level
  • Manage customer’s special requirements and processes
  • Manage coordination within inter-cross operational supports to ensure speedy fault resolution
  • Review and improve operational processes to enable operations staff to operate effectively.

 

 

The Ideal candidate should possess:

 

  • Must possess Diploma of relevant discipline.
  • 1 to 2 Years of experience in the IT/Telco industry is preferred
  • Willing to perform 12hours rotative shift or 8.5hours staggered shift.
  • Knowledge of the principles of IP addressing, address management, sub-netting and WAN & Ethernet technologies
  • Cisco Certified Advanced Network (CCNA) or its equivalent is highly advantageous
  • A good team player with good interpersonal and communications skills
  • We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.