Senior Customer Service Engineer

2 weeks ago

Singapore TATA COMMUNICATIONS INTERNATIONAL PTE. LTD. Full time
Roles & Responsibilities

TATA Communications Service Operations Centre is the single point of contact for all customers of the International SOC division. Customer Service Engineers have the prime responsibility to receive, troubleshoot , resolve , escalate and close Customers incidents and requests, delivering superior customer service, Singapore business hours.

Key Responsibilities

  • Understanding the customer issue /requirement and capture in ticket/system
  • Troubleshoot to isolate and resolve the level 2 incidents/queries
  • Escalate to next level or partner to resolve incidents within SLA
  • Perform the change management assement and execute the changes followed with post check
  • Maintain history of problems and solutions
  • Run and analyze traffic reports, IP configuration
  • Coordinate and participate in troubleshooting efforts between departments and vendors
  • Manage and monitor Planned Maintenance

Minimum qualification & experience

  • Bachelor's Degree in Computer, Electronics, Telecommunications
  • 4 to 6 years telecommunications experience, preferably for a service provider
  • Cisco Certified Network Associate /professional certification and simmmilar level SDWAN (Versa/Fortinet /Viptela) certification
  • Any Basic security (Zscaler/Fortinet) -related certification is a plus.
  • Knowledge of IP addressing, routing protocol (BGP, OSPF etc )
  • Knowledge of VPN /IPsec technology
  • Understanding of security, firewall, the proxy is a plus (Fortinet/Zscaler/Paul Alto etc.)
  • knowledge of OSI layer and Layer 1/2 technology (xDSL, Ethernet, leased lines, wireless)

Behaviours

  • Strong customer focus
  • Excellent oral and written communication skills, team player, good listening skills
  • Coordination skills and result-focused, requires push and escalate
  • Work effectively under pressure
  • Proficient with Microsoft Office Suite
  • Excellent aptitude for problem-solving and good analysis skills
  • Ability to learn, autonomy, the capacity of initiative
Tell employers what skills you have

Fortinet
monitoring SLAs
planned maintenance
Network Troubleshooting
Good Communication Skills
IP
Networking
Telecommunications
Cisco Certified
LAN/WAN management
Customer Service
WAN Optimisation
VPN
Firewalls

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