Engineer, Customer Support Services

1-Net Singapore Pte Ltd; Singapore; Hybrid; SGD 40,000 - 60,000; Full time

Job summary

A leading technology firm in Singapore is looking for an Engineer in Customer Support Services. Responsibilities include managing NOC operations, troubleshooting network issues, and providing customer support. The ideal candidate has a diploma in IT and minimum 2 years of experience in network operations. Basic network certifications are preferred. This position requires 24x7 shift duty at either East or North locations in Singapore.

Qualifications

• Minimum 2 years in IT helpdesk and Network operation.
• Practical experience in LAN/WAN implementation including routers and switches.
• Basic knowledge of networking protocols including BGP, OSPF.

Responsibilities

• Perform 24x7 rotating shift duty for NOC and Network Operations.
• Provide timely response to incidents, outages and performance alerts.
• Manage inventory for physical network infrastructure.

Skills

Customer service acumen

Problem-solving

Network troubleshooting

Proactive issue resolution

Education

Diploma in IT or equivalent

Tools

Cisco Certified Network Associate (CCNA)

ITIL

Job description

1-Net manages carrier-neutral Internet Data Centers, along with providing a comprehensive range of integrated services including network connectivity, managed services, work area recovery suite, cloud and media delivery services. 1-Net's Data Center Corridor initiative currently interconnects key data centers in Singapore to facilities quick deployment and providing a diverse connectivity options for enterprises and service providers.

We are committed to creating an inclusive and diverse workplace where talent thrives. Our hiring decisions are made based on merit and fit-to-role. If you have a disability or special need which requires accommodation to participate in the recruitment process, please inform us when you submit your online application. We will be happy to support as necessary.

Thank you for your interest and application to this role. Please note that only short-listed candidates will be contacted.

Designation : Engineer, Customer Support Services (1-Net)

Responsibilities

• To perform 24x7 rotating shift duty for NOC and Network Operations
• Provide timely response, escalation and resolution to all incidents, outages and performance alerts
• Changing of backup tapes based on predetermined schedule
• Preparation and compilation of team and customer weekly and monthly reports
• Process internal and external service requests including physical access, DNS changes, MS, x-connect and etc
• Inventory Management for physical network infrastructure, x-connect
• Provide remote hands service and onsite support to internal and customers
• Service delivery and troubleshooting on physical and access network infrastructure, provisioning of access layer network service
• Liaising with end users and vendors/Telco providers on network implementation, requirements and maintenance support
• Manage vendors or contractors in Meet-Me-Room, Cabinets and Client premises when services are required
• Responsive to troubleshoot and solve L1 Data Center and customer network issues
• Recommend suitable and relevant network solutions to solve customers' issues
• Perform physical network infrastructure deployment and cross connect provisioning for internal and customers requirement
• Report to Telco Helpdesk for suspected circuit problem
• Problem Isolation & Resolution on network equipment or cabling such as routers, switches, network cable, etc
• To assist on planning and renewing on network infrastructure projects and operations
• Review and continuously improve SOP for supporting network operation
• Maintain concise and up-to-date network documentation including:
• Network inventories, processes, policies and procedures
• Collect and manage the statistics collection and application from the network systems
• Generate accurate and informative network analysis reports such as traffic utilization and network uptime reports

Qualifications

• Minimum Diploma or equivalent qualification in IT related field of study
• Minimum 2 years in supporting IT helpdesk and Network operation, or related experience in related fields
• Minimum 2 years practical experience in LAN/WAN implementation which include router & switches setup and configuration
• Basic network certification such as Cisco Certified Network Associate (CCNA) is preferred
• Professional certification in ITIL, Operating Systems and Networking is an advantage
• Working experience in service provider networks and Data Center is an advantage
• Basic knowledge and experience with networking protocols, including BGP, MPLS, VXLAN, EVPN and OSPF
• Basic knowledge and experience with Structured Network Infrastructure for network Layer 2 & 3 support
• Pro-active in anticipating and resolving issues in the work environment
• Customer service acumen and possess a strong sense of urgency
• Strong sense of responsibilities and accountability in the work performance
• Rotating shift duty
• Working location : 1-Net (East) at Chai Chee / 1-Net (North) at Woodlands