Associate Engineer, Service Desk (Networks)

About the role

Singtel Networks, the telecommunications infrastructure provider in Singapore, is looking for an Associate Engineer for its Service Desk (Networks). You will provide timely and effective support to external and internal end-users through channels such as phone and email, acting as the first point of contact before escalation to higher support levels.

Key responsibilities

• Provide support to end-users via phone and email within the target service level.
• Act as the initial and single point of contact, helping diagnose and resolve problems based on user descriptions.
• Perform remote assistance using basic technical knowledge and diagnostic questioning.
• Document all problems, incidents and requests accurately in the ticketing system.
• Follow up on incidents until they are closed and escalate issues to the next support level.
• Work with other teams and stakeholders to coordinate incident resolution.
• Identify process improvements and record them in the knowledge base.

Required profile

• Diploma or degree in Information Technology, Computer Engineering or a related field; no experience required.
• Willingness to work in varied shifts for 24/7 support.
• Good oral and written communication skills, customer-focused and open to feedback.

Required skills

• Basic knowledge of computer networking, hardware, protocols and internet standards.
• Advantageous: basic knowledge of telecommunications technologies, mobile services infrastructure (4G, 5G, LTE, VoLTE) or mobile commerce applications.