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.