Senior Associate Engineer - #catalystWSP

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

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
• 3 years or less work experience
• Knowledge of the principles of IP addressing, address management, sub-netting and WAN & Ethernet technologies
• Knowledge of the principles of IP addressing, address management, sub-netting and WAN & Ethernet technologies
• Excellent problem-solving and analytical skills
• Able to communicate (written and spoken) with clarity and effectively to stakeholders.
• Knowledge of the principles of IP addressing, address management, sub-netting and WAN & Ethernet technologies
• A good team player with good interpersonal and communications skills.