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Technical Support Specialist

Information technology
Full-time
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Petaling Jaya, Selangor

About The Job

  • Responsible for the implementation, operations and maintenance of Singtel Infrastructure equipment to support SingTel products and services.
  • Assist Project Managers / Project Coordinators on project implementation. eg daily service provisioning support. Provide backend support and front Local Service Providers (LSP) to monitor progress and update progress tracking records.
  • Plan and develop Overseas Local Loop Circuit (OLLC) project implementation schedule with LSPs. Monitor and track critical project timelines associated with activities such as provisioning, testing, circuit acceptance and handover to customer, as well as ensuring end-to-end services is successfully commissioned by the customer requested date
  • To source and evaluate equipment/services that ensures all necessary equipment or facilities for our services are maintained regularly in order to provide high level of service availability to customers
  • Escalation point of contact for Singtel NOC, Project Managers and LSP on a 24 x 7 basis.
  • Work closely with HQ/TAC and other LSPs to track and monitor customer’s trouble-ticket and fault restoration progress. Initiate escalation to LSP higher levels and relevant parties for support during resolution of technical problems to enable faster restoration of service.
  • Conduct investigation on circuit outage problems and to determine root cause analysis as well as preventive measures and actions that would be taken by the LSP to reduce recurring problems in their network
  • Ensure high reliability and service availability of all Singtel equipment, networks, systems and infrastructures
  • To initiate, implement and document new processes/procedures with LSPs to improve Operations performance,  quality and productivity
  • Ensure projects, assignments and reports are completed and submitted on schedule
  • Tracking of overseas local loop circuit (OLLC) project implementation schedule with Local Service Providers (LSP).  Monitor and track project timelines associated with activities such as updating relevant internal stakeholders, provisioning, testing, circuit acceptance and commissioning (COM) of Pegasus orders, to ensure OLLC service delivery by FOC date.

Job Requirements

  1. Diploma/Degree in Electronic Engineering, Telecommunication, Infocom Technology or related fields with at least 2 years related working experience in Telecommunication / ICT industry.
  2. Basic knowledge/experience in Cisco / Juniper Routers and Switches
  3. CCNA/CCNP certification or equivalent would be an advantage
  4. Knowledge/Experience in installing network equipment would be an advantage
  5. Good oral presentation and communication skills both in English and Local languages
  6. Able to work effectively in the local environment as well as with customers, other department staff, Local Service Providers, regulatory authorities (If required)
  7. Possess good leadership, teamwork and analytical/problem solving skills
  8. Resourceful, innovative and independent worker

Our Culture

OUR EXPERTISE

We drive customer experience through improved satisfaction and operational performance. Our competitive skillset covers ICT, project management, carrier services, and service provisioning and is envisioned to provide world-class and exceptional customer delivery.  Our decisions are based on the important aspects of the organization without compromising one for another. Proactive engagement helps us in providing the best services through our Four (4) Firsts Strategy:  People, Quality, Security and Customer with Digitisation as the forefront of what we do.

CAREER
We are looking for dynamic, growth-centric individuals who have a passion for technology, development, and innovation. If this sounds like you, check out our job openings! 

WHO ARE WE

Global Enterprise International Malaysia (GEIM) is the first talent-centric delivery centre focused on supporting Singtel’s umbrella of organization—acting to support growth, improves customer experience, operational performance, cost leadership, and competitiveness.
 
At GEIM, our workforce represents people from diverse backgrounds. Exposure to different cultures enables our organization to inspire and understand each other better. Exchange of ideas, collaboration, and empowerment create a flexible and encouraging environment for people to grow as individuals and as a team.
 
We engage our people to embody the core values and principles of GEIM to realize strategic objectives while acknowledging that our employees need some time to relax and enjoy while at work. As such, we have recreational areas and activities in and out of the office where people can collaborate, stimulate their creativity, inspire, and have fun! 
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