Associate Engineer - #catalystWSP
Date: 1 Sep 2023
Location: Singapore, Singapore
Company: Singtel Group
Singtel x Singapore Institute of Technology have embarked on a Work-Study Programme (WSP) launched in Feb 2023. The WSP is called “The Catalyst Programme” which is a structured on-the-job (OJT) development WSP that allows Polytechnic Diploma holders to secure a full-time position with Singtel while pursuing a university honours degree in Applied Computing. This programme is open to Singtel’s internal employees as well as external polytechnic diploma holders preferably from the ICT domain. Non-ICT diploma holders are encouraged to apply as well. In line with building capability in Singapore ICT sector this program will develop & groom talent over a 3-year period completing micro-credentials for each module which eventually stack-up to an honours degree in Applied Computing. Candidates will be offered a specific role as the one shared below. Are you ready for this challenge?
Job 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.
Requirements:
- A completed diploma from a reputable Polytechnic