Associate Engineer, Service Desk

About the role

Singtel, an AI-first telco, is hiring an Associate Engineer for its Service Desk. The role provides timely support to external and internal end-users via phone and email, acting as the first point of contact and helping resolve problems before escalation.

Key responsibilities

• Provide timely support to external and internal end-users through phone and email within the target service level.
• Act as the initial and single point of contact between end-users and higher-level support.
• Assist in diagnosing problems and incidents and help resolve them based on the description given by end users.
• Perform remote assistance using basic technical knowledge and diagnostic techniques.
• Ensure accurate documentation of problems, incidents and requests in the ticketing system.
• Follow up on incidents until they are closed and escalate issues to the next support level with other teams and stakeholders.
• Identify ways to improve operational processes and document improvements in the knowledge base.

Required profile

• Diploma in Information Technology, Computer Engineering or a related field; new graduates are welcome.
• Good oral and written communication skills.
• Customer-focused, open to improving knowledge and skills, and receptive to constructive feedback.
• Ability to work creatively and analytically in a problem-solving environment.
• Willingness to work as a team member and on varied shift types for 24/7 support.

Required skills

• Basic knowledge of computer networking, including hardware, protocols and internet standards.
• An advantage: basic knowledge of telecommunications technologies such as 4G, 5G, LTE, VoLTE and mobile commerce applications.