Job Description

Role Overview
The Resident Engineer will be generally stationed at the customer’s premises to provide on-site technical support and first-level troubleshooting for Huawei and Aruba network infrastructure. The role focuses on maintaining network stability, assisting with incident resolution, performing preventive maintenance, carrying out break fix, following up on RMA and supporting day-to-day operational needs under the guidance of the StarHub Delivery Team.
This position operates in a 24x7 support environment and requires participation in standby or rotational standby duties to ensure continuous service availability for the customer. 

Key Responsibilities

• Provide Level 1 support for Huawei and Aruba network devices, including switches, routers, access points, and wireless controllers.
• Perform daily network health checks, monitor performance, and escalate potential issues promptly.
• Assist with incident response, including initial fault diagnosis, log collection, and coordination with Level 2/3 teams or vendors.
• Carry out basic configuration changes, device replacements, and cable management as per standard operating procedures.
• Support planned maintenance activities, firmware updates, and patch deployment under supervision.
• Participate in standby or rotational on-call duty, responding promptly to incidents and service disruptions outside regular office hours.
• Document all support activities, incidents, and configuration updates accurately in the ticketing system.
• Provide on-site assistance during proof-of-concept (POC) tests or network expansion works when required.
• Coordinate with Service Delivery Management, Cyber Security, and Quality Assurance teams to ensure compliance with service and security standards.
• Uphold StarHub’s professional standards while engaging with customer stakeholders and end users.

Qualifications

• 1–3 years of hands-on experience as a Field Engineer, Network Support Engineer, or similar role.
• Working knowledge of Huawei and Aruba networking equipment and associated management tools.
• Familiarity with basic networking concepts — TCP/IP, VLANs, routing, switching, and Wi-Fi fundamentals.
• Experience performing physical installation, device replacement, and network cable tracing.
• Understanding of network monitoring tools and ticketing systems.
• Ability to follow documented processes and escalate issues appropriately.
• Strong communication, customer service, and problem-solving skills.
• Proactive, self-motivated, and able to work independently on-site with minimal supervision.
• Willingness to perform 24x7 support through standby or rotational duty roster.
• Diploma or Degree in Information Technology, Computer Science, or related field.
• Huawei Certified ICT Associate (HCIA) or Aruba Certified Mobility Associate (ACMA) certification preferred.
• ITIL Foundation certification is an added advantage.