Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.
Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers’ vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 6,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation.
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The Junior Operations Engineer is an operational role that aims to become the customers’ trusted advisor. The role will primary focus on Incident Management adhering to the respective SLAs. This includes responding and providing initial triage of issues raised to the helpdesk, driving towards resolution. The position will be a critical member of the operations team to capture the relevant information and ensure timely escalations to senior engineers to diagnose and troubleshoot fault incidents.
This role will work directly with customers to gather the fault symptoms, provide and/or execute the resolution or work around based on internal knowledge database & work instructions.
The job scope also includes activities like customer site survey, system health check, wireless testing, user issues, break fix, documenting incidents, updating knowledge database, and preparing incident root cause reports.
Logicalis will provide the necessary training to groom junior operation engineer to operation engineer to be able to independently attend to customer operational issues.
Responsibilities:
- Understand & familiarize with the process, practices and ITSM platform related to Support Operations.
- Man Support Hotline & Email during office hours, gather relevant information from customer during initial call.
- Ensure that all correspondence with customers is performed in a prompt and courteous manner.
- Perform onsite/remote site surveys and/or inventory audit for selected customers.
- Validate customer firmware version and verifying firmware releases note to ensure minimal related bug impacts.
- Perform IOS upgrades and patches to address software bugs and ensure that the environment updated with safe harbour software version.
- Basic troubleshooting of issues and network problems to fix any user related issues and work with principal vendors and customer to provide the resolution within the SLA.
- Responsible for updating technical documentations for configuration changes made via helpdesks and/or managed services customers.
- Responsible for opening and closing of support tickets when applicable and providing timely updates to helpdesk personnel and customer for support cases that has been allocated to you.
- Work closely with various team of engineers for troubleshooting.
Qualifications:
- Role is opened to fresh graduates (NITEC, Higher NITEC, Diploma, Etc..)
- Graduates in relevant fields of studies (IT, Infocomm, Com Science, Etc..)
- People with 1-2 years of IT related working experience are welcomed to apply.
- Looking for candidates will a strong interest/passion to learn and grow in the technology space.
- Candidate should be customer oriented and able to communicate in a clear and concise manner.
- Candidates should be willing to perform after office hours activities and standby duties
- Existing knowledge/certification for network operations including network, wireless, security technologies will be an added advantage.
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- Company:
Logicalis Singapore - Designation:
Junior Ops Engineer - Profession:
Engineering - Industry:
Computer and IT - Location:
Queenstown