Associate Engineer, TAC, Maintenance (Networks) (Singapore, Singapore)

wimatec MATTES GmbH; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

At Singtel, we are looking for a Technical Support Engineer in Singapore to manage and troubleshoot SingTel IPVPN and MS services for Enterprise customers. This role focuses on delivering high service level agreements and ensuring customer satisfaction.

The ideal candidate will have an ITE/Diploma in Mechanical or Electrical Engineering and a passion for customer service, along with strong troubleshooting and communication skills. Apply now to unlock new career opportunities!

Qualifications

• Minimum qualification of ITE/Diploma in Mechanical Engineering or Electrical Engineering.
• Passion for customer service with excellent handling skills.
• Ability to work independently under pressure.

Responsibilities

• Manage support calls for SingTel IPVPN and MS services.
• Log faults into the ticketing system.
• Provide 1.5 level troubleshooting for services.

Skills

Customer service

Technical troubleshooting

Communication skills

Report writing

Education

ITE/Diploma in Mechanical/Electrical Engineering or equivalent

Job description

At Singtel, we are looking for a Technical Support Engineer to manage and troubleshoot SingTel IPVPN and MS services for Enterprise customers. The role focuses on delivering high service level agreements and ensuring customer satisfaction.

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
• 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 the targeted Service Level
• Manage customers fault inquiries and provide quality assistance
• Manage incident ticket queue within target defined
• Support team KPI to meet Time to Restore
• Coordinate inter‑cross operational supports to ensure speedy fault resolution
• Provide escalation to relevant parties 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

Qualifications

• Minimum qualification: ITE/Diploma in Mechanical Engineering / Electrical Engineering or equivalent
• Passion for customer service and excellent customer handling skills
• Highly motivated and able to work independently under pressure
• Good communication and written skills in English; bilingual preferred
• Good in report writing and presentation skills

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!