Job Description

Responsibilities: . 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 ticke Responsibilities: . 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 experience of Cloud / Openstack . Working knowledge or practical experience with o IP-based networks with a CCNA certification or equivalent o Satellite access and Modem technologies o Language of Python/Shell/JAVA . Effective oral and written communication skills in English . Position based in Singapore or Indonesia or China