Based in our APAC HQ in Kuala Lumpur, you will be reporting to our Network and Telcom Manager. As a Senior Network and Telecom Engineer, you will work as a L2 support for both Network and Telephone System. This position requires in depth technical knowledge regarding Network functionality, network devices as switches, Routers, Firewalls, routing protocols, VPN protocol and configurations, Voice - SIP server, services and configuration and will need to be keen in troubleshooting. You are required to assist IT Support for common Network and Voice related faults.
Job Description:
Serve as the 2nd level support with troubleshooting skill to assist IT Support seeking technical assistance.
Determine the best solution based on the issue and details provided by L1 and users.
Respond to and log all inquiries received from L1
Keep well documented and updated case notes.
Identify, analyze, troubleshoot and resolve client service requests.
Properly escalate and communicate to a higher level of support as necessary including service that exceeds skills level, reasonable repair time, lack of parts, or any other issue that could impact customer satisfaction.
Work as a team member to collaboratively resolve client requests and technical issues with other team members, partners and vendors.
Provide higher level support for switch configuration, Router and routes management and Firewall.
Provides in-depth support for Voice regarding, local / Toll Free numbers - subscription / management, Call flow design with diagram and configuration. IVR setup.
Monitor and provide support for WAN / LAN management for HQ, DC and Stores that will included communication with ISPs.
Manage multiple cases at one time.
Setup and configure new network and Voice devices.
Should be able to work with Microsoft teams.
Identify and suggest possible improvements on procedures and resolution.
Serve as the 2nd level support with troubleshooting skill to assist IT Support seeking technical assistance.
Determine the best solution based on the issue and details provided by L1 and users.
Respond to and log all inquiries received from L1.
Keep well documented and updated case notes.
Identify, analyze, troubleshoot and resolve client service requests.
Properly escalate and communicate to a higher level of support as necessary including service that exceeds skills level, reasonable repair time, lack of parts, or any other issue that could impact customer satisfaction.
Work as a team member to collaboratively resolve client requests and technical issues with other team members, partners and vendors.
Provide higher level support regarding switch configuration, Router and routes management, Firewall maintenance.
Provides in-depth support for Voice regarding, local / Toll Free numbers - subscription / management, Call flow design with diagram and configuration. IVR setup.
Monitor and provide support for WAN / LAN management for HQ, DC and Stores that will include communication with ISPs.
Manage multiple cases at one time.
Setup and configure new network and Voice devices.
Should be able to work with Microsoft teams.
Identify and suggest possible improvements on procedures and resolution.
Qualifications
Proven experience as a network and voice engineer
Tech savvy with working knowledge of office automation products, Network, Server System and IT Processes
Good understanding of IT System
Ability to diagnose and resolve technical issues related to switch, routers, firewall, SIP - configuration of VLANs, trunks, port-channel, acts/ policies, routing protocols as BGP/ EIGRP
Should have basic knowledge of cisco devices and cisco Webex. Experience in integration with MS Teams is added advantage.
Proficiency in English
Excellent communication skills
Customer-oriented and cool-tempered
Minimum Certificate, Diploma or Professional course on IT Services
