Maintenance Team Engineer

JDA WMS PTE. LTD.; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

JDA WMS Pte Ltd in Singapore is seeking a technically skilled IT Support professional to provide phone, chat, email, and on-site assistance to customers. You will operate in a 24/7 environment with rotating shifts and diagnose faults, perform troubleshooting, and explain complex concepts in simple terms to non-technical users.

Responsibilities include gathering customer requirements, collaborating with the technical support team and product vendors, and following up on escalated cases.

Qualifications

• Higher Nitec, Diploma, or relevant qualification in Information Technology, Computer Science, Cybersecurity, Networking, or a related discipline.
• Prior exposure to networking or cybersecurity solution deployment and support is advantageous.
• Basic understanding of IT infrastructure, network troubleshooting, or cybersecurity technologies is preferred.
• Good command of English with strong verbal and written communication skills, particularly when supporting customers through phone and email.

Responsibilities

• Provide technical support to customers through phone, chat, email, and on-site assistance.
• Support customers in a 24/7 operational environment, with rotating shift arrangements as required.
• Diagnose technical faults, investigate incidents, and perform troubleshooting to resolve customer issues efficiently.
• Explain technical concepts, issues, and solutions in clear and easy-to-understand terms for non-technical users.
• Gather and interpret customer requirements by asking relevant questions and understanding their technical needs and concerns.
• Work closely with other Technical Support team members and escalated unresolved or complex cases to the appropriate product vendors when necessary.
• Follow up closely with vendors to ensure escalated cases are properly tracked and resolved.
• Collaborate with product vendors to identify potential product improvements and new solutions based on customer feedback, market needs, and cybersecurity industry trends.
• Continuously develop technical knowledge, particularly in IT infrastructure, networking, cybersecurity products, and security solutions.
• Maintain accurate records of support cases, troubleshooting activities, and resolutions where required.
• Perform other ad-hoc duties and technical assignments as required by the organization.

Skills

Networking basics

Cybersecurity concepts

IT support

Troubleshooting

English communication

Education

Higher Nitec / Diploma in IT or related

Tools

IT infrastructure

Job description

Responsibilities

• Provide technical support to customers through phone, chat, email, and on-site assistance.

• Support customers in a 24/7 operational environment, with rotating shift arrangements as required.

• Diagnose technical faults, investigate incidents, and perform troubleshooting to resolve customer issues efficiently.

• Explain technical concepts, issues, and solutions in clear and easy-to-understand terms for non-technical users.

• Gather and interpret customer requirements by asking relevant questions and understanding their technical needs and concerns.

• Work closely with other Technical Support team members and escalated unresolved or complex cases to the appropriate product vendors when necessary.

• Follow up closely with vendors to ensure escalated cases are properly tracked and resolved.

• Collaborate with product vendors to identify potential product improvements and new solutions based on customer feedback, market needs, and cybersecurity industry trends.

• Continuously develop technical knowledge, particularly in IT infrastructure, networking, cybersecurity products, and security solutions.

• Maintain accurate records of support cases, troubleshooting activities, and resolutions where required.

• Perform other ad-hoc duties and technical assignments as required by the organization.

Requirements

• Higher Nitec, Diploma, or relevant qualification in Information Technology, Computer Science, Cybersecurity, Networking, or a related discipline.

• Prior exposure to networking or cybersecurity solution deployment and support is advantageous.

• Basic understanding of IT infrastructure, network troubleshooting, or cybersecurity technologies is preferred.

• Good command of English with strong verbal and written communication skills, particularly when supporting customers through phone and email.

• Strong troubleshooting, analytical, and problem-solving abilities.

• Able to work independently while collaborating effectively within a technical support team.

• Willing and able to work on rotating shifts in a 24/7 support environment.

• Self-motivated, adaptable, and able to learn new technologies and product solutions quickly.

• Strong interest in developing a career in IT, networking, or cybersecurity.

JDA WMS Pte Ltd | EA Personnel: Pham Thi Tuyet Mai

EA License No: 23S1595 | EA Registration No: R25127838