Responsibilities:
- Provide both corrective and preventive maintenance for customers Enterprise IT Network services, ensuring reliable network performance.
- Perform break-fix support, including troubleshooting and identifying issues across all network services.
- Develop and execute preventive maintenance activities following the PM checklist, conducting functional and health checks at clients premises, and submitting the required reports.
- Create test cases and conduct proof-of-concept testing for new hardware and software before upgrades or deployment.
- Collaborate closely with the Customer Success Managers to meet operational requirements, deliverables, and service reporting needs.
- Initiate and manage TAC cases with principal vendors for complex issues, ensuring timely resolution.
Requirements:
- Minimum 3-5 years of hands-on network technical support experience, preferably within a Systems Integrator (SI) environment.
- Strong technical troubleshooting capabilities with proven analytical and problem-solving skills.
- Practical experience in implementing, maintaining, and supporting LAN, WAN, WLAN, data networking, and security solutions, including break-fix activities.
- Cisco certifications are preferred.
- Hands-on experience with the following technologies and platforms are preferred:
- Cisco: Wireless, Routers, Catalyst & Nexus Switches, Firepower, IPS/IDS, ISE, ASA, ESA, WSA, SMA
- Firewalls: Fortinet, Check Point, Palo Alto
- Tools / Solutions: SolarWinds NPM/NCM/NTA, F5 LTM
- Ability to perform effectively in a fast-paced work environment.
- Highly self-motivated, detail-oriented, and able to work independently.
- Strong teamwork and collaboration skills.
- Good verbal and written communication skills.
- Strong customer service mindset and professionalism.
- Able to support 24×7 standby duties as required.
Work location: Jurong East
