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 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

• 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