Location details

Customer Support Engineer

Industry Specialization	:	Information Technology
Type of Employment	:	Contract
Minimum Experience	:	3 years
Work Location	:	Central Singapore

Permanent role

CCNA Certified (MUST HAVE) and familiar with Cisco

1. AWS of one month’s basic salary (or pro-rata for part year’s service), which will be at the absolute discretion of the Directors of the Company, and shall be based on Company performance.
2. 14 days annual leave (For each leave year of service, the number of days of annual leave will increase by (1) day until a maximum of 18 days.).
3. Medical and hospitalisation insurance provided.
4. Working hours is 9am to 6pm from Monday to Friday.
5. Taxi claim after 8pm from office or customer site to home.
6. Reimbursed with a monthly cap limit on cell phone claim.

Responsibilities:

Government and statutory board projects and for security reasons

The Support Engineer will work closely (and deliver technical support) with direct customers, channel partners, and engineering teams to reach resolution on reported issues via email and phone.  This includes post-sales support, understanding customer needs, creating technical case, conducting customer issue replication, building proof-of-concept, and assisting in configuration and testing.  Establish good relationships with sales and engineering team.  Develop application notes, whitepapers, and case studies for enhancing brand image and real application usage.

1. Responsible for creating, maintaining, and growing the company’s environments that their customers use 24/7.
2. Delegate, communicate, and manage your time to solve problems effectively, punctually, and in the right order.
3. Responsible for overseeing the hardware, import, performance, monitoring, backups, and software upgrades.
4. Leverage security concepts and principles to ensure customers’ networks are operating in a safe and secure manner.
5. Manage the IP Address spaces and DNS environments for customers’ networks.
6. Capable of investigating and verifying reported product problems in software, firmware, hardware and documentation.
7. Create documentation, ask questions, and engage in critical discussion with and for our users.
8. Work with Engineering team to identify impact and help prioritize issues and feature requests.
9. Act as first line of communication for reported issues. Conduct initial triage and troubleshooting.
10. Partner with our Engineering team to identify and reproduce customer issues. Then both collaborate and coordinate with our Engineering teams to resolve the issues in a timely manner.
11. Strong customer advocate, building trust and relationships with customers.
12. Working in the queue on new tickets/ taking cases. and then the remainder of the day will be working on backlog cases.
13. Participate in partner conferences and technical certification events.

Requirements:

1. Diploma or Bachelor’s Degree in Computer Science or Electrical Engineering or Information Technology or related disciplines with 3+ years of technical support or customer support engineer experience.
2. CCNA Certified.
3. Experience with Cisco Hardware e.g. Router, Switches, Firewalls and Other network devices.
4. Familiarity with network switching technologies.
5. Customer centric.  Works independently to define problems and deliver solutions with a high level of customer satisfaction.
6. Good time management and a strong team player.
7. Able to communicate regularly with sales, engineering regarding project status, technical issues, and customer feedback.
8. Strong verbal and written communication skills that can be used to explain complex technical topics in a clear and straight forward manner.
9. Detail oriented individual that enjoys the challenge of technical troubleshooting.