Senior Associate Engineer (ID:715923)

PERSOL; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

PERSOL in Singapore is seeking a proactive Technical Support Specialist to deliver responsive assistance to enterprise customers via phone and email. You will log and manage incidents, monitor service performance, and coordinate timely resolutions across internal teams to ensure consistent service delivery.

You will provide clear updates to customers, troubleshoot across general services and IP VPN/managed services, and contribute to process improvements that drive efficiency and customer

Qualifications

• IT/telecom or related technical training or certification.
• Experience with enterprise connectivity and managed services.
• Experience using ticketing systems to log, monitor and resolve incidents.
• Ability to manage multiple incidents while meeting SLAs.
• Strong problem-solving and customer-support capabilities.
• Excellent written and verbal communication.

Responsibilities

• Log, update and manage reported incidents in the ticketing system.
• Provide first-call technical support for general services and enterprise connectivity.
• Conduct Level 1.5 troubleshooting for IP VPN and managed services.
• Monitor services proactively and act within defined service levels.
• Provide customers with timely updates on outstanding incidents.
• Coordinate with internal teams to expedite fault resolution.
• Escalate prolonged outages to appropriate support parties.
• Review and improve processes to support efficient operational delivery.

Skills

Incident management

Network troubleshooting

Customer support

Communication

Education

IT/telecom training

Network engineering

Tools

Ticketing systems

Job description

About the role

Provide responsive technical assistance and fault resolution to enterprise customers through phone and email. Support service continuity by managing incidents, monitoring service performance, and coordinating timely resolutions across internal operational teams. This role is responsible for delivering accurate customer support, maintaining service levels, and contributing to continuous improvement in operational delivery.

Key responsibilities

• Log, update, and manage reported incidents in the ticketing system.

• Provide first-call technical support for general services and enterprise connectivity solutions.

• Conduct Level 1.5 troubleshooting for IP virtual private network and managed services.

• Monitor services proactively and act within defined service levels.

• Provide customers with timely updates on outstanding incidents.

• Manage customer fault enquiries and deliver accurate, effective assistance.

• Maintain the incident ticket queue in accordance with established targets.

• Contribute to team performance indicators, including time-to-restore objectives.

• Coordinate with relevant operational teams to expedite fault resolution.

• Escalate prolonged outages to the appropriate support parties.

• Manage service-related emails within the required service levels.

• Address customer-specific requirements and operational procedures.

• Review and improve processes to support efficient operational delivery.

What we're looking for

• Relevant education or technical training in information technology, telecommunications, network engineering, or a related field.

• Knowledge of enterprise connectivity, managed services, and technical support operations.

• Ability to troubleshoot network and service-related faults systematically.

• Experience using ticketing systems to record, monitor, and resolve incidents.

• Ability to manage multiple incidents while meeting service-level targets.

• Strong problem-solving and customer-support capabilities.

• Ability to coordinate effectively with internal operational teams and escalation issues when required.

• Ability to contribute to process improvement and service-performance objectives.

• Strong written and verbal communication skills, with the ability to explain technical issues clearly.

• Ability to work effectively in a service-focused, incident-driven environment.
  We regret that only shortlisted candidates will be notified.