Network Engineer

Singapore Telecommunications Limited; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Singapore Telecommunications Limited is seeking a Tier 2 network support professional to handle enterprise service incidents and provide expert troubleshooting within defined SLAs.

Role involves RCA, escalation to Tier 3 when needed, and collaboration with customers and regional teams to ensure high service availability.

Qualifications

• Willingness to participate in rotating 24x7 shift operations and standby support when required.
• Experience in network operations, technical support, or incident management is preferred.
• Experience supporting enterprise networking environments and customer-facing technical operations is an advantage.
• Knowledge of IP networking fundamentals and enterprise network technologies.
• Understanding of incident lifecycle management and RCA practices.
• Familiarity with CPE, including routers and switches.
• Experience with Cisco/Juniper networking gear is beneficial.

Responsibilities

• Provide Tier 2 technical support for enterprise network services within agreed service levels.
• Investigate incidents, troubleshoot, perform RCA, and implement timely resolutions for network issues.
• Act as escalation point for internal operations teams, Global Corporate customers, and stakeholders.
• Escalate unresolved issues to Tier 3 engineering with complete analysis and documentation.
• Collaborate with customers across regions to resolve issues and maintain positive experience.
• Coordinate with internal units, overseas operators, and partners to maintain availability.
• Work with vendors to troubleshoot CPE issues (routers and switches).
• Participate in 24x7 shift operations and standby support as required.
• Maintain incident records, technical docs, and knowledge articles.
• Continuously learn emerging networking technologies and best practices.
• Contribute to process improvements and knowledge sharing.

Skills

Rotating shifts

IP networking

Troubleshooting

Incident management

CPE (routers/switches)

Cisco/Juniper

ITSM

Education

Diploma or Bachelor’s degree in CS/IT/Engineering/Telecommunications

Job description

• Provide Tier 2 technical support for enterprise network services, managing complex incidents and service requests within agreed service levels.

• Perform incident investigation, troubleshooting, root cause analysis (RCA), and implement timely resolutions for network-related issues.
• Serve as a technical escalation point for internal operations teams, Global Corporate customers, and business stakeholders.
• Escalate unresolved or newly identified technical issues to Tier 3 engineering teams with complete technical analysis and supporting documentation.
• Collaborate with customers across multiple regions to resolve technical issues while delivering a positive customer experience.
• Coordinate with internal business units, overseas telecommunications operators, and technology partners to maintain service availability and operational excellence.
• Work closely with technology vendors to troubleshoot and resolve issues relating to Customer Premises Equipment (CPE), including routers and switches.
• Participate in 24×7 shift operations and provide standby support when required to ensure continuous service availability.
• Maintain accurate incident records, technical documentation, and knowledge articles to support operational excellence and continuous improvement.
• Continuously enhance technical knowledge by learning emerging networking technologies, operational best practices, and troubleshooting methodologies.
• Contribute to process improvements and knowledge sharing initiatives to improve service quality and operational efficiency.
• Undertake additional responsibilities as assigned to support evolving business and operational requirements.

Skills for Success

• Willingness to participate in rotating 24×7 shift operations and standby support when required.
• Diploma or Bachelor's degree in Computer Science, Information Technology, Computer Engineering, Telecommunications, or a related discipline, or an equivalent combination of relevant education and experience.
• Experience in network operations, technical support, or incident management is preferred.
• Experience supporting enterprise networking environments and customer-facing technical operations will be an advantage.
• Knowledge of IP networking fundamentals and enterprise network technologies.
• Understanding of network troubleshooting methodologies and incident management processes.
• Familiarity with Customer Premises Equipment (CPE), including routers and switches.
• Experience supporting networking technologies from vendors such as Cisco and Juniper is advantageous.
• Understanding of incident lifecycle management, root cause analysis, and service restoration practices.
• Knowledge of IT service management (ITSM) processes and ticketing systems is preferred.