Associate Engineer (Tier 1.5)

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

Job summary

Singtel invites applicants to join a dynamic enterprise support team delivering first-call resolution and frontline helpdesk for SingTel Enterprise customers in Singapore. You will log faults, provide 1st and 2nd line troubleshooting for IPVPN and MS services, monitor service levels, and communicate timely updates to customers.

Coordinate across inter-cross teams to ensure rapid fault resolution and continuous service improvement.

Responsibilities

• 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 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.

Job description

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 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 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.