Customer Success Incident Specialist (24/7 Support)

Upper Spring Consulting; Singapore; On-site; SGD 45,000 - 65,000; Full time

Job summary

Upper Spring Consulting is assisting a client seeking an Associate Specialist, Customer Service, to join their IT service operations team in Singapore. You will provide hands-on support for customer IT infrastructure and data centre environments, focusing on incident management, troubleshooting, maintenance, and service continuity to meet SLA requirements.

Working with engineering and network professionals, vendors, and customers, you will help minimize downtime, ensure system performance, and

Qualifications

• Requires Diploma or Degree in Engineering/ IT or related field.
• Minimum 2–3 years of experience in technical support, service operations, and basic logistics coordination.
• Familiarity with ITIL processes (Incident, Problem, Change Management).

Responsibilities

• Assist and support service requests, issue tracking and documentation
• Assist in customer communication
• Maintain all service documentation and records
• Coordinate internal teams to fulfil customer service requests
• Assist with preventive maintenance (routine checks), firmware updates, and related maintenance activities as per contract frequency
• Update and track internal inventory and update documentation

Skills

Incident management

Troubleshooting

Customer communication

Record keeping

Education

Diploma or Degree in Engineering/ IT

Tools

Ticketing tools (ITSM)

Remote monitoring tools

Job description

Upper Spring Consulting is assisting a client seeking an Associate Specialist, Customer Service, to join their IT service operations team in Singapore. You will provide hands-on support for customer IT infrastructure and data centre environments, focusing on incident management, troubleshooting, maintenance, and service continuity to meet SLA requirements.

Working with engineering and network professionals, vendors, and customers, you will help minimize downtime, ensure system performance, and