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Singapore Telecommunications | Senior Associate Engineer, Service Desk
4 weeks ago
Singtel Networks, the most established telecommunications infrastructure provider in Singapore, is transforming to enable the digital generation of tomorrow. We are introducing new capabilities in 5G, Cloud, Analytics, Digital Commerce, Software Engineering, and Cyber Security to enhance our core competencies and deliver innovative and differentiated Mobile and Fixed services (Broadband, TV, and Telephony) for our customers. We are committed to celebrating inclusion and diversity and are strong believers in upskilling and nurturing all individuals. Come join us today as we build Singtel’s Networks of tomorrow and empower every generation to live, work, and play in new ways
Make an Impact by:
Performing end user support (SingTel Corporate services) and system incidents and requests using basic technical and service knowledge.
Assisting in assuming initial ownership for the coordination, investigation, and documentation of customer and system incidents.
Assisting in the initial level of diagnosis of problems and incidents and helping in resolving them when appropriate.
Assisting in interpreting problems or errors at a basic level and helping in the assessment of risks of events and escalating appropriately to protect client services.
Helping ensure proper documentation for all problems, incidents, and requests.
Helping follow up on incidents to ensure customer satisfaction.
Helping monitor issues until they are closed.
Demonstrating a good understanding of the customer’s business needs and applying them to the management of system events & incidents.
Managing call and email tasks within the target Service Level.
Working with other teams and groups of stakeholders (e.g. technical team, service desk) to ensure the coordinated management of incidents.
Seeking opportunities to improve knowledge, skills, and performance and being receptive to constructive feedback.
Improving operational processes to enable operations staff to operate effectively.
Skills for Success:
Min Diploma / Degree in IP networking or telecommunications/mobile communication or equivalent.
2 to 3 years of working experience in a telecommunication environment.
Basic knowledge of telecommunications technologies, including 4G, 5G, LTE, and VoLTE.
Knowledge of value-added services such as mobile charging solutions, including postpaid and prepaid, short-messaging service, or mobile commerce applications, is an advantage.
Basic technical knowledge of computer networking, including knowledge of hardware, protocols, and internet standards.
Desire to work in an information systems environment.
Good oral and written communication skills.
Must be customer-focused.
Ability to work creatively and analytically in a problem-solving environment to improve customer service.
Ability and willingness to work as a team member and on varied shift types for 24/7 support.
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