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Jobs in Singapore   »   Jobs in Singapore   »   Information Technology Job   »   Technical Support Analyst
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Technical Support Analyst

Starhub Ltd.

Job Title: Technical Support Analyst

Job Purpose

To provide first and second level support on faults and technical enquiries, 7 days by 24 hours, to StarHub business, Managed Service customers and wholesale customers for StarHub diverse suite of products and services with excellent knowledge in products, processes, and systems.

Responsibilities
• Deliver helpdesk support for the Mobile, TV, Cloud Computing, StarHub Fixed Voice, Data, Internet and Global Managed services to business and wholesale customers.
• Troubleshoot and resolve customer incidents and provide customer status updates in a professional and timely manner.
• Take ownership of the assigned cases and conduct full and thorough diagnostics and escalate to the appropriate team if required.
• Proactively work with internal business units and external Network Operation Centre to ensure prompt and accurate resolutions are provided to customers’ satisfaction.
• Be the point of contact for technical matters escalated by the customers, internal and external stakeholders.
• Ensure all technical issues are progressed and cleared within agreed SLA, including the need to escalate to other internal and external teams where appropriate.

Requirements

Qualification

  • Bachelor’s degree or Diploma in Computer Engineering, Computer Studies, IT or equivalent.
  • Some experience in the people and service industry.

Specific Skills

  • Good understanding of TCPIP, Telephony, Internet, Windows and LAN/WAN technologies.
  • Good listener with excellent interpersonal and communication skills.
  • Customer focused with a strong analytical problem-solving mind.
  • Ability to multi-task.
  • The ability to communicate and liaise effectively with the customers including internal and external stakeholders.
  • Familiar with OSI Model and TCP/IP including knowledge in Service Provider technologies.
  • At least 3 years of relevant experiences in an NOC and Helpdesk support environment.
  • CCNA certification or equivalent is preferred but not required.
  • ITIL certification will be advantageous.
  • Experienced in troubleshooting and resolving WAN, LAN, WLAN network issues.
  • Experienced in network monitoring tools such as Solarwinds Orion and MRTG Tools will be advantageous.
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