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- Provide technical assistance (remotely and onsite) to ST Engineering iDirect's customers
- Identify, follow-up, resolve and document customer technical complaints with regular feedback to management and customer
- Handle TAC tickets and resolve customer technical complaints within stipulated TTR (Time to Resolve) SLA
- Execute and lead service interventions such as system upgrades, configuration changes and preventive maintenances
- Replicate customer problems in lab, escalate issues to engineering when engineering help is required either in debugging or problem has been reproduced in the lab
- Perform on-site or TAC-Remote network audit for customers
- Serve Premium or Strategic customer as a Technical Account Manager (TAM)
- Assist the team with escalations as and when required
- Assist customers in planned major network maintenances
- Update/handle tickets in ticketing system as per TAC handbook, respond to incoming emails, calls, and web requests from customer in a timely manner
- Participate in rotating shift duties to support 7x24x365 operations
- Deliver basic and advance training to iDirect customers
- Maintain and upgrade the training lab to the latest software release as and when required
- Provide feedback to the content developer on training material for continuous improvement
- Work with internal and external customers to make sure all requirements are met
- Able to travel in short notice when needed Requirements:
- Minimum bachelor's degree in Electrical/ Electronics/Telecommunications Engineering
- Minimum of 5 years working experience in SATCOM industry
- Working experience of IP Routing and Linux
- Working knowledge or practical experience with
- IP-based networks with a CCNA certification or equivalent
- Satellite access and Modem technologies
- Effective oral and written communication skills in English
- Position based in Singapore