MSOC Operation Engineer

Provide a 24×7 Service Desk support to StarHub Managed Service customers.

Responsibilities: 

• Be the point of contact for technical matters escalated by the customers, internal and external stakeholders.

• Handle incoming faults in a professional and courteous manner over the telephone and via email.

• Monitor network devices and identify issues such as Availability, Hardware health, Latency and Over-utilization issues. 

• Be decisive in managing incoming proactive alerts and take on the lead to isolate and escalate the issue depending on the findings. 

• Take ownership of the assigned cases, may it be an Incident or Service Request and conduct full and thorough diagnostics and escalate to the appropriate team if required. 

• Ensure all technical issues are progressed and cleared within agreed SLA, including the need to escalate to other internal and external teams where appropriate.

• Troubleshoot and resolve customer incidents and provide customer status updates in a professional and timely manner. 

• Identify and escalate repeated/chronic issues or service risks to service management teams. 

• Ensure effective communication within the team, internal stakeholders and other third-party vendors.

• Be ready to take on any additional scope of work assigned by the MSOC management.

Requirements

• Bachelor’s degree or Diploma in Computer Engineering, Computer Studies, IT or equivalent.

• 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.

• Experiences in troubleshooting and resolving WAN, LAN, WLAN network issues. 

• Experiences in network monitoring tools such as Solarwinds Orion and MRTG Tools will be advantageous.

• Must be willing and able to work on rotating shifts (day/night).

*We regret that only shortlisted candidates will be notified.