Associate Engineer (Tier 1.5)
Singtel · Singapore, Singapore
Full-timeonsitejuniorOperationsTechnology
รายละเอียดงาน / Description
Based in Singapore, this position delivers Tier 1.5 technical support and first call resolution for Singtel enterprise clients via telephone and email channels. The role involves performing in-depth diagnostics on network solutions including IPVPN and managed services, while tracking incidents in the ticketing system. The successful candidate will coordinate with cross-functional support teams and monitor service levels to ensure timely restoration and continuous process improvement.
หน้าที่ความรับผิดชอบ / Responsibilities
- Deliver first call resolution technical support to enterprise clients via phone and email
- Perform Tier 1.5 deep troubleshooting for IPVPN and managed services
- Accurately document and manage reported faults within the ticketing platform
- Handle proactive service monitoring and ticket queues to fulfill targeted service levels
- Liaise with internal operational teams to accelerate fault resolution and escalate prolonged incidents
- Assess and enhance operational procedures to boost overall team efficiency
ทักษะที่ต้องการ / Required skills
- Technical Support
- Incident Management
- IPVPN Troubleshooting
- Helpdesk Operations
- Customer Service
- Network Monitoring