Support Engineer

IEC TELECOM SINGAPORE PTE. LTD.; Singapore; On-site; SGD 38,000 - 66,000; Full time

Job summary

IEC Telecom Singapore Pte. Ltd. is seeking a connectivity helpdesk specialist to provide remote support to vessels and shore-based users by phone, email, and ticketing systems.

You will monitor services, troubleshoot connectivity, and keep customers informed until issues are resolved. From time to time you will join vessels in port for on-board installation, maintenance, troubleshooting and commissioning, with attendance being occasional and rewarding.

Qualifications

• Provide Level 1 and Level 2 connectivity helpdesk support by phone, email, ticketing system and remote-access tools.
• Monitor and troubleshoot vessel internet connectivity (Starlink, VSAT, OneWeb, 4G/5G).
• Troubleshoot LAN/WAN, Wi-Fi, routers, switches, firewalls, and user-access issues.

Responsibilities

• Escalate unresolved issues to satellite providers or senior teams.
• Assist with bandwidth management and connectivity service activation.
• Maintain support tickets, system diagrams and technical documentation.
• Participate in shift duties including weekends and public holidays.

Skills

Connectivity helpdesk

Remote support

Network troubleshooting

Vessel IT support

Job description

Role Overview

This is, first and foremost, a connectivity helpdesk role. Your day-to-day is remote support: assisting vessel and shore-based users by phone, email, ticketing system and remote-access tools - monitoring services, troubleshooting connectivity, and keeping customers informed until issues are resolved. From time to time, and when operations require it, you will also get hands-on opportunities on board vessels in port - installation, maintenance, troubleshooting and commissioning. Vessel attendance is an occasional and rewarding part of the job, not the daily routine.

Key Responsibilities

• Provide Level 1 and Level 2 connectivity helpdesk support by phone, email, ticketing system and remote-access tools.
• Monitor and troubleshoot vessel internet connectivity, including Starlink, VSAT,OneWeb, 4G/5G and other communication services.
• Troubleshoot LAN, WAN, Wi-Fi, routers, switches, firewalls, computers, printers and user-access issues.
• Perform basic network checks: IP configuration, routing, DNS, DHCP, signal status,bandwidth usage and equipment connectivity.
• Monitor connectivity service alarms and outages and provide regular updates to customers.
• Escalate unresolved issues to satellite providers, vendors or senior technical teams and follow up until resolution.
• Assist with bandwidth management, crew Wi-Fi accounts, data quotas and connectivity service activation.
• Support vessel crew and shore-based personnel with daily IT and connectivity issues.
• Maintain support tickets, service reports, system diagrams,asset inventories and technical documentation.
• Assist with software updates, antivirus protection, backups and basic cybersecurity tasks.
• Participate in shift duties - including weekends and public holidays - according to the duty roster.

Occasional - on-board and field work(when required)

• Attend vessels in port for installation, troubleshooting, maintenance, testing and commissioning.
• Install and configure computers, network equipment, wireless access points and communication systems on site.
• Liaise face-to-face with customers, vessel crew, service providers and equipment vendors.
• Perform other IT-related duties and projects assigned by the company.