SPTel · Ang Mo Kio, North-East Region
About the role
Engineer / Senior Engineer, Operations & Digital Strategy (Connectivity & Managed Services)
This role involves providing remote and on-site technical support to clients, addressing hardware, software, network, and application issues. You will take ownership of vulnerability mitigation tasks, implement and manage IT solutions including network configuration, cloud services, and backup and disaster recovery solutions, and participate in project implementation and incident response activities.
Key responsibilities
Provide remote and on-site technical support to clients, addressing hardware, software, network, and application issues in a timely and professional manner.
Take ownership of vulnerability mitigation tasks identified through assessments and scanning processes.
Apply security patches and updates to network devices in a timely and efficient manner, following established change management procedures.
Implement and manage various IT solutions, including network configuration (firewalls, switches, routers, WLAN), cloud services (Microsoft Azure, AWS), and backup and disaster recovery solutions.
Implement secure configurations and hardening measures on network devices and cloud environments based on security best practices and industry standards.
Develop and implement scripts and automation techniques to streamline patching and configuration management processes.
Troubleshoot issues that arise during the implementation of security fixes and complex technical issues, escalating to Tier 2 technical support or vendors when necessary, and ensuring clear communication throughout the resolution process.
Collaborate with vulnerability assessment teams to prioritize and execute remediation efforts effectively.
Document all support activities, configurations, and procedures accurately and comprehensively within Business & Operations Support System.
Assist in the creation of client-facing reports detailing the status of vulnerability mitigation efforts.
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 and incident response activities related to exploited vulnerabilities.
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 refinement of vulnerability mitigation procedures, improvement of internal processes and knowledge base articles.
Stay up-to-date with the latest security patches, advisories, and mitigation techniques.
Build and maintain strong working relationships with clients, understand their business needs and provide proactive recommendations.
Requirements
Degree / Diploma in telecommunication, computer engineering or IT related field. Relevant certifications (e.g., Cisco CCNA, Cisco CCNP, Juniper JNCIS, Microsoft Certified: Security Operations Analyst, relevant vendor-specific security certifications) are highly advantageous.
Minimum of 5 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 and applying security patches and updates across various network devices.
Strong understanding of network protocols, services (DNS, DHCP, VPN), and security principles.
Understanding of vulnerability scoring systems (e.g., CVSS) and risk prioritization.
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 services.
Applicants with class 3 driving license will have an added advantage.