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Network Specialist - Client Technical Specialist

Date: 03-Nov-2021

Location: USA, United States

Company: Singtel Group

Singtel is Asia’s leading communications technology group, operating in one of the world’s fastest growing and most dynamic regions.

 

Together with Optus and our regional associates Airtel, AIS, Globe and Telkomsel, we have a presence in 21 countries. Besides core telecom services, we provide an extensive range of digital solutions. This includes cloud, cyber security and digital advertising to enterprises as well as entertainment and mobile financial services to millions of consumers.

 

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.

A Client Technical Specialist (CTS) is an end-to-end ICT infrastructure operational support consultant assigned to SingTel's VVIP customers.  CTS provides valuable operations management to address operational matters promptly and effectively across various internal SingTel teams – resulting in higher customer satisfaction and better SLA compliance for clients’ subscribed SingTel services.

 

Besides having a good understanding of the client’s ICT infrastructure, a CTS is also familiar with client’s business requirements, subscribed SingTel services and technical support history.  CTS continually monitors client’s technical support needs, tracks open incidents and service requests, and ensures that SingTel technical and operational resources are aligned to resolve issues promptly and completely. The ultimate objectives are to expedite incident resolution, improve service performance and increase the overall quality of SingTel technical and operations support.

 

By maintaining a long-term relationship with their clients, CTS gains both understanding and insight of their clients' ICT organizations', its impact on overall business, their ICT goals, and their pain points - which are used by the CTS to ensure their clients' operational success with Singtel products and services.

Responsibilities: 

 

•    Provides client-focused operations support within SingTel by working closely with various internal support teams.

•    Lead and coordinate with the respective resolver groups including 3rd party vendors for incident resolution.

•    Participates in CAB meetings related to client’s infrastructure changes, perform impact analysis and ensure smooth implementation of the change to achieve zero unexpected outage & high customer satisfaction.

•    Provides Service Request (SR) assessment, advice, and support.

•    Documents client’s network environment for better support and understanding.
 

Skills and Experience

 

•    A dynamic and self-motivated individual that is dedicated to exceeding customer expectations, willing to contribute to team efforts, must possess strong interpersonal and presentation skills, as well as excellent customer engagement skills.

•    An IT degree with at least 5 years working experience in large enterprise network or telecommunications support environment.  Minimum CCNP certification or equivalent.

•    Strong technical knowledge in BGP, OSPF, MPLS-VPN, QOS, IPSEC, STP, FHRP, L2VPN, VRF-Lite.

•    Candidate with additional experience in network security (firewall), SDWAN and automation is highly deserved.
•    Strong communications skills is essential.  Ability to maintain good sense of urgency in all interactions with the client, be able to articulate value-add to client and become SingTel's trusted advisor to the client.

 
 

Singtel is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, sex (including pregnancy), gender, national origin, citizenship, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.