Managed Service Engineer

SPTel Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company delivering network solutions seeks a Managed Service Engineer to provide top-notch IT support. The role involves troubleshooting complex technical issues, implementing IT solutions, and ensuring high levels of client satisfaction. Candidates should have at least 2 years of experience and relevant certifications. Strong problem-solving and communication skills are essential for success.

Qualifications

• Minimum of 2 years as a Managed Service Engineer or similar role.
• Strong experience in troubleshooting and resolving IT issues.
• Excellent analytical and problem-solving skills.

Responsibilities

• Provide remote and on-site technical support addressing IT issues.
• Implement IT solutions including network configuration and cloud services.
• Manage project implementations and participate in an on-call rotation.

Skills

Network protocols

Problem-solving

Customer service

Communication

Education

Relevant certifications (e.g., Cisco CCNA, Cisco CCNP, Juniper JNCIS)

Job description

Company Brief

SPTel - a Joint Venture between ST Engineering and Singapore Power Group to deliver true network diversity and agility for a Smart Nation.

Offering high-value products and innovative services, SPTel plays an important role to enterprises accelerate their digital journey, We aim to improve the way people, places, and things, connect with each other by providing network infrastructure, enabling technologies, and building ecosystems.

With our fibre network topology built alongside the power network cables, SPTel provides a differentiated design and diverse network solution for discerning organizations and mission-critical businesses.

Responsibilities:

• Provide remote and on-site technical support to clients, addressing hardware, software, network, and application issues in a timely and professional manner

• Implement and manage various IT solutions, including network configuration (firewalls, switches, routers, WLAN), cloud services (Microsoft Azure, AWS), and backup and disaster recovery solutions

• Troubleshoot complex technical issues, escalating to Tier 2 technical support or vendors when necessary, and ensuring clear communication throughout the resolution process

• Document all support activities, configurations, and procedures accurately and comprehensively within Business & Operations Support System

• Participate in project implementation, including system deployments, migrations, and upgrades, ensuring adherence to best practices and project timelines

• Participate in an on-call rotation for after-hours support

• Adhere to service level agreements (SLAs) and ensure high levels of client satisfaction

• Maintain and update technical knowledge and skills through continuous learning and professional development

• Contribute to the development and improvement of internal processes and knowledge base articles

• Build and maintain strong working relationships with clients, understand their business needs and provide proactive recommendations

Role Requirements:

• Minimum of 2 years of experience working as a Managed Service Engineer or in a similar IT support role

• Proven experience in troubleshooting and resolving a wide range of IT issues across different technologies

• Strong understanding of network protocols, services (DNS, DHCP, VPN), and security principles

• Excellent analytical and problem-solving skills with a methodical approach to troubleshooting

• Strong communication (written and verbal) and interpersonal skills, with the ability to explain technical concepts to non-technical users

• Excellent customer service skills and a strong focus on client satisfaction

• Ability to work independently and collaboratively with contractors, colleagues and Data Centre service providers

• Self-driven, highly customer focused and able to work in a high-pressure environment, especially during emergency restoration of telecommunications services

• Relevant certifications (e.g., Cisco CCNA, Cisco CCNP, Juniper JNCIS) are highly advantageous

• Possession of a Class 3 driving license is advantageous due to the nature of on-site client support