Engineer, Customer Support Services

2 days ago

Singapore 1-NET SINGAPORE PTE LTD Full time

**Responsibilities**
- To perform 24x7 rotating shift duty for NOC and Network Operations.
- Provide timely response, escalation and resolution to all incidents, outages and performance alerts
- Changing of backup tapes based on predetermined schedule
- Preparation and compilation of team and customer weekly and monthly reports
- Process internal and external service requests including physical access, DNS changes, MS, x-connect and etc.
- Inventory Management for physical network infrastructure, x-connect.
- Provide remote hands service and onsite support to internal and customers
- Service delivery and troubleshooting on physical and access network infrastructure, provisioning of access layer network service
- Liaising with end users and vendors/Telco providers on network implementation, requirements and maintenance support
- Manage vendors or contractors in Meet-Me-Room, Cabinets and Client premises when services are required
- Responsive to troubleshoot and solve L1 Data Center and customer network issues
- Recommend suitable and relevant network solutions to solve customers’ issues
- Perform physical network infrastructure deployment and cross connect provisioning for internal and customers requirement
- Report to Telco Helpdesk for suspected circuit problem.
- Problem Isolation & Resolution on network equipment or cabling such as routers, switches, network cable, etc
- To assist on planning and renewing on network infrastructure projects and operations
- Review and continuously improve SOP for supporting network operation
- Maintain concise and up-to-date network documentation including:

- Network inventories, processes, policies and procedures
- Generate accurate and informative network analysis reports such as traffic utilization and network uptime reports

**Qualifications**
- Minimum Diploma or equivalent qualification in IT related field of study
- Minimum 2 years in supporting IT helpdesk and Network operation, or related experience in related fields
- Minimum 2 years practical experience in LAN/WAN implementation which include router & switches setup and configuration.
- Basic network certification such as Cisco Certified Network Associate (CCNA) is preferred
- Professional certification in ITIL, Operating Systems and Networking is an advantage
- Working experience in service provider networks and Data Center is an advantage
- Basic knowledge and experience with networking protocols, including BGP, MPLS, VXLAN, EVPN and OSPF.
- Basic knowledge and experience with Structured Network Infrastructure for network Layer 2 & 3 support
- Pro-active in anticipating and resolving issues in the work environment
- Customer service acumen and possess a strong sense of urgency
- Strong sense of responsibilities and accountability in the work performance
- **Rotating shift duty**
- **Working location : 1-Net (East) at Chai Chee / 1-Net (North) Woodlands

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