Associate Engineer, TAC, Maintenance (Networks)

Singtel; Singapore; On-site; Confidential; Full time

Job summary

A leading telecommunications company in Singapore is seeking a dedicated technical support representative to provide first call resolution for SingTel Enterprise customers. The ideal candidate should possess a diploma in Mechanical or Electrical Engineering and have a strong passion for customer service. Responsibilities include answering calls, logging faults, and ensuring timely updates on outstanding issues. Join us to empower the digital future and enjoy a dynamic work environment.

Qualifications

• Minimum qualification ITE/Diploma in Mechanical Engineering / Electrical Engineering or equivalent.
• Excellent customer handling skills and a passion for customer service.
• Ability to work independently under pressure.

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 the ticketing system.

Skills

Customer service

Technical support

Communication

Report writing

Problem solving

Education

ITE/Diploma in Mechanical Engineering / Electrical Engineering or equivalent

Job description

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 Networks, the most established telecommunications infrastructure provider in Singapore is transforming to enable the digital generation of tomorrow. We are introducing new capabilities in 5G, Cloud, Analytics, Digital Commerce, Software Engineering, Cyber Security to enhance our core competencies and deliver innovative and differentiated Mobile and Fixed services (Broadband, TV and Telephony) for our customers. We are committed to celebrating inclusion and diversity and are strong believers in upskilling and nurturing all individuals. Come join us today as we build Singtel’s Networks of tomorrow, and Empower Every Generation to live, work and play in new ways!

Make an Impact

• 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 customers fault enquiries 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 prolonged outages
• Manage email within the targeted Service Level
• Manage customers special requirements and processes
• Review and improve operational processes to enable operations staff to operate effectively

Skills For Success

• Minimum qualification ITE/Diploma in Mechanical Engineering / Electrical engineering or equivalent.
• Have a passion for customer service and possess excellent customer handling skills.
• Highly motivated and able to work independently under pressure.
• Good communication and written skills in English or bilingual preferred.
• Good in report writing and presentation skill.

Are you ready to say hello to BIG Possibilities?

Take the leap with Singtel to unlock new opportunities and accelerate your growth. Apply now and start your empowering career!