Network Support Engineer

RESPONSIBILITIES

• Handle daily support tickets end-to-end — logging, triaging, troubleshooting, and resolving incidents and service requests within agreed SLA timelines.

• Implementation of network and security appliances/services.

• Provide remote and onsite technical support on network and security appliances/services.

• Monitor the ticketing queue, prioritise workload appropriately, and escalate unresolved or high-impact issues in a timely manner.

• Maintain detailed knowledge of client's environments by maintaining and updating relevant documentation.

• Liaise with vendors to achieve incident and problem resolution.

• Communicate ticket status and resolution updates clearly to clients and internal stakeholders.

EDUCATION REQUIREMENTS AND EXPERIENCE

• Candidate must possess at least Diploma in Computer Science/Information Technology or a relevant field.

• At least 1 year of relevant working experience in a relevant field and role.

• CCNA, JNCIA, CompTIA Network+/Security+ or equivalent certification is required.

• Prior experience handling support tickets or working within a helpdesk/service desk environment is an advantage.

• Good understanding of network topology and protocols.

• Knowledge in Cloud Computing will be advantageous.

• Knowledge in administrating Windows and Linux servers is optional and will be advantageous.

• Familiarity with ticketing/ITSM systems (e.g. ServiceNow, JSM, Zendesk) will be advantageous.

• Written and spoken language proficiency in English.

• Possess analytical and problem-solving abilities.

• Willing to learn.

• A customer-centric, great communicator, and team-player.

• Strong sense of responsibility.

• This role does not include work pass sponsorship; applicants should be Singapore Citizens, Singapore Permanent Residents, or MY nationals eligible to work in Singapore without sponsorship.