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Senior Customer Engineer (Satcom)

Date: 14-Aug-2022

Location: Singapore, SG

Company: ST Engineering Group

Responsibilities:

  • Provide technical assistance (remotely and onsite) to ST Engineering iDirect’s customers
  • Identify, follow-up, resolve and document customer technical complaints with regular feedback to management and customer
  • Handle TAC tickets and resolve customer technical complaints within stipulated TTR (Time to Resolve) SLA
  • Execute and lead service interventions such as system upgrades, configuration changes and preventive maintenances
  • Replicate customer problems in lab, escalate issues to engineering when engineering help is required either in debugging or problem has been reproduced in the lab
  • Perform on-site or TAC-Remote network audit for customers
  • Serve Premium or Strategic customer as a Technical Account Manager (TAM)
  • Assist the team with escalations as and when required
  • Assist customers in planned major network maintenances
  • Update/handle tickets in ticketing system as per TAC handbook, respond to incoming emails, calls, and web requests from customer in a timely manner
  • Participate in rotating shift duties to support 7x24x365 operations
  • Deliver basic and advance training to iDirect customers
  • Maintain and upgrade the training lab to the latest software release as and when required
  • Provide feedback to the content developer on training material for continuous improvement
  • Work with internal and external customers to make sure all requirements are met
  • Able to travel in short notice when needed

 

Requirements:

  • Minimum bachelor’s degree in Electrical/ Electronics/Telecommunications Engineering  
  • Minimum of 5 years working experience in SATCOM industry
  • Working experience of IP Routing and Linux
  • Working knowledge or practical experience with
    • IP-based networks with a CCNA certification or equivalent
    • Satellite access and Modem technologies
  • Effective oral and written communication skills in English
  • Position based in Singapore