Engineer, Connectivity & Managed Services - #1124659

SPTel is a digital services provider of choice for enterprises and government organisations. Our network is known for reliability and diversity because our unique fibre pathways laid alongside the power network cables. Our network structure also ensures your data takes the shortest possible route for optimal performance of <1ms latency island-wide. Our network is known for reliability and diversity because our unique fibre pathways combine leased SP Group infrastructure with owned fibre pipes laid alongside the power network cables. Our network structure also ensures your data takes the shortest possible route for optimal performance.

SPTel is a Business Class Digital Services provider that promises:

·         Fully digitalised processes, enabling on demand provisioning of services such as Bandwidth and cyber security

·         Business Grade connectivity standards that include <1ms ultra low latency performance and clean-pipe connectivity as a default

·         True network diversity for improved reliability with unique fibre pathways and facilities that are physically separate from incumbent telcos

·         Innovative services such as Quantum Key Distribution-as-a-Service (QKD-a-a-S), IoT-a-a-S and Edge Cloud

We are well recognised in the industry clinching numerous awards for our cutting-edge telco services and featured on CNA in a documentary “Home-Grown with a Digital Edge” as well as vignette “Securing the Future in the Age of Quantum Computing”.

These accolades and achievements are the result of us meticulously grooming a team of talents and specialists to be part of our exciting journey and we are looking to grow our team. If you are a skilled and driven individual, do join us as co-creators of the future of SPTel.

Responsibilities:

• Provide remote and on-site technical support to clients, addressing hardware, software, network, and application issues in a timely and professional manner.

• Implement and manage various IT solutions, including network configuration (firewalls, switches, routers, WLAN), cloud services (Microsoft Azure, AWS), and backup and disaster recovery solutions.

• Troubleshoot complex technical issues, escalating to Tier 2 technical support or vendors when necessary, and ensuring clear communication throughout the resolution process.

• Document all support activities, configurations, and procedures accurately and comprehensively within Business & Operations Support System.

• Participate in project implementation, including system deployments, migrations, and upgrades, ensuring adherence to best practices and project timelines.

• Participate in an on-call rotation for after-hours support.

• Adhere to service level agreements (SLAs) and ensure high levels of client satisfaction.

• Maintain and update technical knowledge and skills through continuous learning and professional development.

• Contribute to the development and improvement of internal processes and knowledge base articles.

• Build and maintain strong working relationships with clients, understand their business needs and provide proactive recommendations.

Role Requirements:

• Minimum of 2 years of experience working as a Managed Service Engineer or in a similar IT support role

• Proven experience in troubleshooting and resolving a wide range of IT issues across different technologies

• Strong understanding of network protocols, services (DNS, DHCP, VPN), and security principles

• Excellent analytical and problem-solving skills with a methodical approach to troubleshooting

• Strong communication (written and verbal) and interpersonal skills, with the ability to explain technical concepts to non-technical users

• Excellent customer service skills and a strong focus on client satisfaction

• Ability to work independently and collaboratively with contractors, colleagues and Data Centre service providers

• Self-driven, highly customer focused and able to work in a high-pressure environment, especially during emergency restoration of telecommunications service