Date: 22-Jul-2022
Location: Singapore, SG
Company: ST Engineering Group
Responsibilities:
Maintain, drive, supervise and implement robust technical standards, systems, and processes
Lead a team providing technical assistance (remotely and onsite) to ST Engineering iDirect’s customers, and address training needs when necessary
Ensuring 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 8- 10 years working experience in SATCOM industry
Working knowledge or practical experience with
IP-based networks with a CCNA certification or above
Satellite access and Modem technologies
Organizational and team leader skills
Problem solving skills, analytical skills and the ability to make decisions quickly
Effective oral and written communication skills in English
Position based in Singapore
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