Associate Engineer (Tier 1.5)

Singtel Group; Singapore; On-site; SGD 3,200 - 5,200; Full time

Job summary

Singtel Group in Singapore is seeking a customer-focused support specialist to provide first-call resolution for SingTel Enterprise customers via phone and email. You will log faults, perform in-depth troubleshooting for IPVPN and MS Services, and coordinate with cross-functional teams to restore services quickly.

You will monitor incidents against service levels, provide timely updates, and contribute to process improvements that enhance operational efficiency.

Responsibilities

• Provide First Call Resolution (FCR) technical support to SingTel Enterprise customers via phone and email
• Log reported faults into ticketing system
• Provide 1.5-level in-depth 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.

Job description

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An empowering career at Singtel begins with a Hello. Our purpose, to Empower Every Generation, connects people to the possibilities they need to excel. Every "hello" at Singtel opens doors to new initiatives, growth, and BIG possibilities that takes your career to new heights. So, when you say hello to us, you are really empowered to say..."Hello BIG Possibilities".

• Provide First Call Resolution (FCR) technical support to SingTel Enterprise customers via phone and email
• Log reported faults into ticketing system
• 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 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 customers 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.