Reports To  AP Global Network Services Manager 
Location  Singapore 

Position Overview 
  
Work in a team that provides technical support for our client's network environment worldwide, ensuring 7x24 availability.  Lead small to medium operational projects and participate as a member of a team on medium to large projects. 80% of responsibilities relate to day‐to‐day network implementation & support, including incident and problem management, and 20% of responsibilities are related to project work, including planned maintenance and support transition activities. Work under general supervision. 
 

Principal Accountabilities 
  
60% of work is to provide second/third level technical support for our client's network environment worldwide, including Cisco router, firewall, IPT and remote access services. Second level technical support includes break‐fix support for global WAN infrastructure, proactive monitoring to ensure maximum system availability and participation in a follow‐the‐sun support rotation providing global support coverage.  This requires making independent decisions regarding on the spot corrections and operation within standardized practices and procedures.  Requires limited use of a backup, manager or vendor.   

20% of work is to provide support for Asia Pacific WAN infrastructure including disaster recovery, bandwidth utilization, IP Telephony and RNET. This includes working with regional and global telecommunication vendors for maintenance and provision of telecommunications circuits and services. 

20% of work is to project manage small to medium infrastructure projects in the region, including coordinating with ITSB and BU resources, local in‐country resources and vendors. 

Work Environment 

• Large, diverse organization  
• Dynamic business environment, with spurts of growth in certain countries 
• Adoption of technology that adds value rather than technology that is leading edge 
• Multi‐cultural and multi‐language environment in Asia Pacific 
• Different business models and processes in different countries and business   
• Changes to IT organization structure arising from alignment to business platform, new ERP and process strategy 
 

Knowledge & Skill Requirements 
   
Essential

BA/BS in Computer Science or Management Information Systems (MIS) plus a minimum of 3 years technical support experience    
Ability to learn quickly and adapt in an ever changing environment   
Ability to execute operational tasks and troubleshoot problems in most components of the technology structure.     
IT knowledge in the areas of data communication, networking, and operating systems.   
Knowledge of TCP/IP addressing and network protocols.   
Network troubleshooting experience.   
Understand of routing and the OSI model.   
Good written and oral communication skills. 
Ability to work independently and in a team environment.
Able to implement solutions independently. 
Positive attitude and highly motivated. 
Customer service skills. 

Strong Advantage to have
Experience with Firewalls, Routers, Remote Access, PBX, VOIP/IP Telephony and LAN technology.   
Demonstrated in‐depth knowledge of standards and developed and emerging technologies that affect or will affect our client's environments    
Experience with incident and change management (ITIL framework)    
Knowledge of project management, planning, and organization  
 
Working Conditions 
• High stress environment due to unpredictable demand for services and priority conflicts. 
• The environment is rapidly changing, resulting in the need for learning, relearning, and innovation. 
• Potential non‐standard work hours for conference calls with other regions as well as support 
• Fast pace working environment 
• Occasional travel