Maintenance Team Engineer (Cybersecurity)

JDA WMS PTE. LTD.; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

JDA WMS PTE. LTD. seeks a capable Technical Support specialist to assist customers via phone, chat, email, and on-site visits. You will diagnose issues, troubleshoot efficiently and translate technical terms for non-technical users, while gathering customer requirements.

The role requires staying current on IT infrastructure, networking and cybersecurity products, with a focus on delivering clear, user-friendly solutions in a fast-paced environment.

Qualifications

• Experience providing technical support via phone, chat, email or on-site.
• Understanding of IT infrastructure, networking and cybersecurity concepts.
• Strong problem solving and analytical abilities.
• Good written and verbal communication with customers.

Responsibilities

• Provide technical support to customers via phone, chat, email, and on-site assistance.
• Support customers in a 24/7 environment with rotating shifts.
• Diagnose faults, investigate incidents and troubleshoot to resolve issues.
• Explain technical concepts to non-technical users clearly.

Skills

Customer support

Networking basics

IT troubleshooting

English communication

Education

Higher Nitec / Diploma in IT / Cybersecurity

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 escalate 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.