Key Responsibilities
- Incident Management: Act as the first point of contact for clients; acknowledge, triage, and resolve basic technical incidents.
- Proactive Maintenance: Perform scheduled health checks on client infrastructure (backups, patch management, and server monitoring) to prevent issues before they occur.
- SLA Compliance: Ensure all client requests are addressed within the timeframes defined in the Service Level Agreement (SLA).
- Client Reporting: Assist in preparing monthly service performance reports for customers, highlighting system uptime and incident trends.
- Change Requests: Execute standard changes (e.g., firewall rule updates, user permission changes, or software updates) following the formal Change Management process.
Required Skills & Qualifications
- Customer Service Mindset: Ability to maintain a professional and empathetic tone with external stakeholders.
- Technical Foundation: Diploma in IT or equivalent. Familiarity with Windows Server, Linux environment, and basic networking (VLANs, VPNs).
- Process Oriented: Understanding of ITIL framework (Incident, Problem, and Change Management) is a plus.
- Communication: Excellent written and verbal English skills for professional email correspondence and client calls.
- Adaptability and Attitude: Willingness to learn multiple different client environments and document unique configurations.
What You Will Learn
- Multi-Environment Mastery: You will gain hands-on experience across diverse client infrastructures, ranging from established enterprise Next-Gen Firewall to enterprise software solutions.
- Infrastructure Deep-Dive: Get daily exposure to various software such as Microsoft, and Cybersecurity tools that are currently the most in-demand skills in the Singapore IT market.
- Client Management Excellence: Develop the "soft skills" of technical consulting—learning how to manage client expectations, translate technical jargon, and provide high-level service delivery.
At Surbana Jurong, we put talent, hard work, teamwork and a fun workplace together to approach problems and solve them creatively and collaboratively. Join us in making a positive impact on the world!
