Associate Engineer Tier 1.5 - IPVPN & MS Services Support

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

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.