Junior Engineer - Singapur, Singapore - NCS Group

    NCS Group
    NCS Group Singapur, Singapore

    1 month ago

    Default job background
    $50,000 - $80,000 per year Engineering / Architecture
    Description

    Responsibilities:

  • Answer SingTel IPVPN and MS support calls within the targeted Service Level
  • Provide First Call Resolution (FCR) technical support to SingTel Enterprise customers via phone and email
  • Log reported faults into ticketing system
  • Provide helpdesk support for general services
  • Provide 1.5 indepth level troubleshooting for IPVPN and MS Services
  • Manage proactive monitoring service within the targeted Service Level
  • Provide timely updates to customers on the status of outstanding issues within targeted Service Level
  • Manage customer's fault enquires and provide quality assistance
  • Manage incident ticket queue within target defined
  • Support team KPI to meet Time to Restore
  • Manage coordination within inter-cross operational supports to ensure speedy fault resolution
  • Provide escalation to relevant party on prolong outages.
  • Manage email within the targeted Service Level
  • Manage customer's special requirements and processes
  • Manage coordination within inter-cross operational supports to ensure speedy fault resolution
  • Review and improve operational processes to enable operations staff to operate effectively.

    • Requirements:

  • A completed diploma from a reputable Polytechnic