Desktop Support Engineer jobs in United States

Company Brief

SPTel is a joint venture between ST Engineering and SP Group and we are able to leverage the strengths of our parents to provide unique connectivity and digital services for our customers to become the digital services provider of choice. Our network is known for reliability and diversity because our unique fibre pathways combine leased SP Group infrastructure with owned fibre pipes laid alongside the power network cables. Our network structure also ensures your data takes the shortest possible route for optimal performance.

SPTel is a Business Class Digital Services provider that promises:

· Fully digitalised processes, enabling on demand provisioning of services such as Bandwidth and cyber security

· Business Grade connectivity standards that include <1ms ultra low latency performance and clean-pipe connectivity as a default

· True network diversity for improved reliability with unique fibre pathways and facilities that are physically separate from incumbent telcos

· Innovative services such as Quantum Key Distribution-as-a-Service (QKD-a-a-S), IoT-a-a-S and Edge Cloud

We are well recognised in the industry clinchingnumerous awardsfor our cutting-edge telco services and featured on CNA in a documentary “Home-Grown with a Digital Edge” as well as vignette “Securing the Future in the Age of Quantum Computing”.

These accolades and achievements are the result of us meticulously grooming a team of talents and specialists to be part of our exciting journey and we are looking to grow our team. If you are a skilled and driven individual, do join us as co-creators of the future of SPTel.

Responsibilities:

• SME (Subject matter expert) for the implemented digital transformation which consists of

  • SDWAN (Fortinet)

  • Cloud Firewall (Fortinet)

  • Enterprise router and switch (Fortinet)

  • Enterprise Wifi (Ruckus)

• Provide consultancy and respond to any integration issue that may arise. Work with internal project team and field engineers to provide resolutions.

• During the transition period, provide consultancy and orientate customer to the deployed infrastructure, training may be needed to customer’s IT department.

• Review current project progress and work together with customer solutions specialists to propose the next phase of digital transformation.

• Partner with network operation center team to perform service management on the assigned project, which includes:

• Collate all monthly reports, perform service analysis, highlight precedence month service incidents, update on incidents tracking.

• Plan and scheduled project activities, plan for improvement if any, ongoing service review and improvement.

• Quarterly review on service performance, highlight on bottlenecks, security compliance review, propose any recommendation on performance enhancements if any.

• Will serve as the main point of contact, if any further clarification is needed, the Network Operations Center team will raise a ticket.

• Act as a customer advocate within SPTEL, ensuring their needs are represented and prioritized.

• Provide actionable insights from customer feedback and project outcomes to drive continuous improvement.

• Manage fault reports and coordinate internal teams to resolve issues promptly for key customers.

• Handle customer change requests, ensuring alignment with agreed SLAs and timely implementation.

• Compile and analyze monthly fault and change request reports, presenting insights and identifying trends.

• Maintain comprehensive records of customer interactions, project milestones, fault resolutions, and change requests.

• Provide actionable insights from customer feedback and project outcomes to drive continuous improvement.

• Any other ad-hoc duties as assigned by superior from time to time.

Role Requirements:

• At least 2 years’ working experience in IT/Telecommunications sales

• Experience with Fortinet SDWan, SDLan – Switches and Cloud virtual firewall

• Experience with MPLS circuits, SDWan, network routing, HA resiliency.

• Familiar with enterprise security compliance and practice.

• Understand firewall security and how it works in conjunction with SDWan overlay.

• Understand enterprise network setup, wired security, wireless security, directory services, root CA.

• This position shall be stationed at customer's premises during project roll out.

• Good understanding in networking, e.g. WAN/LAN, TCP/IP etc

• Familiar with site deployment of in-building telco’s facilities and assets is preferred.

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

• Independent, self-driven, highly customer focused and able to work under high-pressure environment especially during emergency restoration of services.

• Good communication skills, keen to learn and a team player.

• Possession of Project Management Professional (PMP) or Prince2 certification is preferred.

• Preferred to have experience on

a) Ruckus Wireless AP, virtual SmartZone

b) ZTNA