Essential:

  • Act as an escalation point for our guest and hotel support helpdesks.
  • Responds to tickets assigned to them via service desk and ensures effective resolution of faults within agreed SLA’s.
  • Maintain regular communication with customers and internal staff for all faults assigned to them.
  • Providing telephone and email support to our clients and internal staff, as needed across the entire range of our services and solutions.
  • Working with carriers to achieve fault resolution
  • Occasionally provide technical support and solution design for our conference teams.
  • Occasionally takes on technical projects such as upgrades, new software releases, hardware swap outs as dictated by our client's product development roadmap.
  • Perform proactive monitoring of the corporate and client network.
  • Perform regular maintenance of the backbone network, identifying and resolving issues where possible.
  • Document and log all activity and information using the defined tools and procedures.
  • Developing and writing detailed process and systems documentation
  • Maintain regular and consistent attendance and punctuality
  • Pursue personal development of skills and knowledge necessary for the effective performance of the role.
  • Always conduct themselves in a manner befitting the company’s image.

REQUIREMENTS
 
SKILLS
Essential:

Advanced Help Desk support skills and experience
Experience configuring and working with network devices (Cisco routers and multi vendor switches)
Networking: Switches, Routers, ASA, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, UDP, Latency, VoIP, QoS,
WAN Routing: BGP, OSPF, EIGRP, MPLS
Switching: VLAN config, VTP, Spanning Tree
Security: IPSec, VPN, Wireless encryption
MPEG compression and multicasting
Experience and competency at using and administering Linux/Unix/OS X operating systems
Configuring and troubleshooting wireless networks.
Excellent interpersonal communication and customer service skills
Experience of data telecommunications products
Self disciplined and motivated
 
Preferable:
Basic SQL experience, writing scripts and queries.
Experience of IPTV systems (specifically DVB and Satellite technology ) 
Security best practice/Firewall configuration and management/VPN’s. 
Experience with BASH scripting 
 
EXPERIENCE & EDUCATION 
Essential:
1.  Educated to minimum Degree level or equivalent
2.  Minimum four years experience in technical support or service related to IT / Telecoms 
3.  CCNA/CCIP Qualification held 
4.  Excellent English 
 
 

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Country: Singapore
Employment Type: Full time
Salary: Open