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Senior MSOC Operations Engineer

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Date: 30-Jul-2022

Location: StarHub Green

Company: StarHub Ltd

Job Summary

Provide a 24x7 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 enquiries 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. 
  • Manage 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.
  • Take on any additional scope of work assigned by the MSOC management and  provide assistance to MSOC Supervisor as and when necessary.
     

Requirements

  • Bachelor’s Degree or Diploma in Computer Engineering, Computer Studies, IT or equivalent.
  • At least 3 years of relevant experiences in an NOC and Helpdesk support environment.
  • Familiar with OSI Model and TCP/IP including knowledge in Service Provider technologies.
  • 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.
  • Ability to communicate and liaise effectively with the customers including internal and external stakeholders. 
  • CCNA certification or equivalent is preferred but not required.
  • ITIL certification will be advantageous.
  • Must be willing and able to work on rotating shifts (day/night).

 

*We regret that only shortlisted candidates will be notified.