Technical Support

  • $4k per month
  • Singapore
  • Permanent, Full time
  • TechBridge Market Holdings HK
  • 19 Feb 18 2018-02-19

Our client, a global technology partner, requires a Systems Administrator to join their team in a full time role based in Singapore.

Act as the primary interface into/from the Technical Support function within the business, servicing external and internal business stakeholders. Provide technical support to Customers, Suppliers and Internal staff - for incidents and service requests. Manage all stakeholder expectations and service levels throughout any engagement with Technical Support, within a culture of service excellence and problem ownership.

· Supporting global business operations as part of a 24/7 function (primarily UK, SA, Australia, Singapore)

· Support live services across multiple technology stacks focused on Telco, Network, Security and Cloud

· Responding to, troubleshooting and resolving incidents with minimized disruption to service and SLAs

oIdentification of possible risks or problems and escalate to  senior staff members

· Responding to, and fulfilling service requests in line with managed service offerings and SLAs

·  Post resolution diagnosis and assistance in determining Root Causes and Reasons for Outages

· Monitoring incoming events and alerts

o         Sending proactive notifications and updates to clients in regards to service events

o         Raising incidents with Suppliers following service events detected

· Partnering with Delivery team on projects and service delivery

· Assisting Technical team in the provisioning, testing and troubleshooting of:

o   Customer technology infrastructure (eg. CPEs)

o   Supplier products/services

o   Internal staff hardware and software

· Datacentre and customer site visits for infrastructure installations, maintenance and/or changes

· Establish and maintain effective working relationships with cross-functional inter-organizational teams

· Inputs to creation and maintenance of Support standards, reports, processes and documentation

· Customer satisfaction based on response times and timeous resolution / fulfilment

· Flexibility for 24/7 standby structure and rotation



Necessary Experience and/or Qualification

· Minimum National Senior Certificate / A/O Levels or equivalent

· N+, CCNA, A+, MCSE or equivalent Vendor/Industry technology certifications preferred

· Tertiary level diploma and/or degree, or ITIL certification, highly advantageous

· At least 3-5 years work experience ideally in the technology/service provider space, but not essential

· 1-3 years’ experience in technical support, networking, server, infrastructure, engineering, enterprise applications, and/or system integration

· Understanding of ICT and/or Telecommunications services and NOC/SOC management platforms

· Experience supporting or collaborating with customers (Enterprise), technology vendors and suppliers