Associate Engineer - Catalyst WSP

Singtel x Singapore Institute of Technology have embarked on a Work-Study Programme (WSP) launched in Feb 2023. The WSP is called “The Catalyst Programme” which is a structured on-the-job (OJT) development WSP that allows Polytechnic Diploma holders to secure a full-time position with Singtel while pursuing a university honours degree in Applied Computing. This programme is open to Singtel’s internal employees as well as external polytechnic diploma holders preferably from the ICT domain. Non-ICT diploma holders are encouraged to apply as well. In line with building capability in Singapore ICT sector this program will develop & groom talent over a 3-year period completing micro-credentials for each module which eventually stack-up to an honours degree in Applied Computing. Candidates will be offered a specific role as the one shared below. Are you ready for this challenge? 

Job Responsibilities: 

• Answer SingTel IPVPN and MS support calls within the targeted Service Level 
• Provide First Call Resolution (FCR) technical support to SingTel Enterprise  customers via phone and email
• Log reported faults into ticketing system
• Provide helpdesk support for general services
• Provide 1.5 indepth level troubleshooting for IPVPN  and MS Services
• Manage proactive monitoring service within the targeted Service Level 
• Provide timely updates to customers on the status of outstanding issues within targeted Service Level
• Manage customer’s fault enquires and provide quality assistance 
• Manage incident ticket queue within target defined
• Support team KPI to meet Time to Restore
• Manage coordination within inter-cross operational supports to ensure speedy fault resolution 
• Provide escalation to relevant party on prolong outages. 
• Manage email within the targeted Service Level
• Manage customer’s special requirements and processes 
• Manage coordination within inter-cross operational supports to ensure speedy fault resolution 
• Review and improve operational processes to enable operations staff to operate effectively. 

Requirements:

• A completed diploma from a reputable Polytechnic