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Information Technology

Senior Technology Solutions Specialist, Telco

Job details

Location: Singapore
Job Type: Permanent
Discipline:
Reference: IT/RL/STSST/01112021C
Posted: about 1 month ago
Consultant: Ranelle Liew
Consultant Email: email Ranelle
Consultant Phone: +65 6950 0389

Job description

Taking pride in driving towards a more sustainable world, our client in the telecommunications industry specializing in mobile, fixed, and cloud networks is looking to hire a Senior Customer Support Specialist.

You will be delivering top-notch support services to customer 24/7 (on needs basis) via both remote and on-site. This comprises of liaising with not only customers, but also internal stakeholders on pre- and post-sales activities for software and hardware incidents or requests.

RESPONSIBILITIES:

  • Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.

  • Troubleshoots, diagnoses, advises and performs corrective and / or preventive actions to resolve technical issues reported by customers (ensuring customer information is properly protected)

  • Engages and collaborates promptly with additional tiered support levels, as needed and in some cases, collaborates with contracted 3rd party vendors in the maintenance agreement for issues resolution.

  • Restores / neutralises operational or functionality disruptions efficiently within committed SLAs as a Certified Emergency Engineer. Contributes to emergency rota when needed.

  • Develops and maintains good understanding of the customer network and recommends improvements of products and solutions to the internal product groups.

  • Manages and builds customer relationship on a day-to-day basis. Provides appropriate follow-up to customers and keeps the case information updated in the support tool

  • Creates ‘complex’ and reuses knowledge management articles.

  • Applies SW services processes, policies, tools, documentation and contributes to their continuous improvement.

 

REQUIREMENTS:

  • At least 10 years of relevant experience

  • Has in-depth technical Framework knowledge and understanding of how relevant areas integrate to achieve objectives.

  • Preferably with experience working as L1 onsite support person with any of the 2-3 products competence as follows:

    • Netguard vFW, PA firewall, Infoblox, CBND (NCOM), SIEM, Data Refinery, IMPACT, SMP, FlowOne, NACM, NCM, SMC, CEM, Polystar Probe

  • Only Singaporeans

 

Please contact Ranelle Liew at +65 6950 0389 or RanelleL@charterhouse.com.sg for a confidential discussion

EA License no: 16S8066 | Reg no.: R1874529

 

Only successful candidates will be notified.

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