SMC Support Engineer


Overall Purpose of Job
The incumbent is responsible for responding promptly to all customer fault feedbacks/queries and taking appropriate actions to follow up closely with customers till case is closed, therefore maintaining high-quality service standards for the Company.

Key Responsibilities
  • Respond to customer fault feedbacks/queries as the first point of contact for the Company, providing excellent customer service and maintaining customer satisfaction.
  • Assist customers with testing and troubleshooting faults, coordinating maintenance activities and facilities’ access, providing test results and network records etc.
  • Liaise with external vendors on complex issues and ensure closure with customers.
  • Monitor system alarms and take prompt actions to investigate the cause and maintain records of actions taken.
  • Monitor CCTVs regularly and report unusual activities immediately to relevant Head.
  • Monitor air-conditioning systems regularly and report any system/power failures immediately to relevant Head.
  • Conduct clear/proper handover of outstanding jobs to staff on next shift.

Job Requirements
  • Diploma in Electronic/Electrical Engineering or Computer Science with at least 3 years of experience in providing operational support in Telecommunications industry.
  • Experience in similar support and shift environment within telecommunications industry will be advantageous.
  • Able to work 12-hour shifts and around 4 shifts in a week.
  • Possess experience and understanding of the following systems/networks/technologies as listed will be highly desirable:
    • DWDM, optical layer, L2 and L3 networks and services based on MEF standards (ELINE, ELAN, E-TREE, IEEE 801.1Q, QinQ, MEN / CE Y.1731, GVRP, STP, ERPS).
    • Control switches, Media Gateways, SIP, MGCP/H.248, Voice Compression/Decompression, SIGTRAN (M2PA/M3UA), SS7 Signalling, Session Border Controllers (SBCs), VPN/IPSEC, Dynamic routing protocols BGP, OSPF.
  • Possess “can do” attitude and take actions promptly.
  • Able to multi-task and learn new technologies quickly.
  • Strong communication skills and demonstrate desire to close issues.
  • Able to go the extra mile in providing excellent customer service