Responsibility:
- Technical Support: Answer IPVPN and Managed Services (MS) support calls within the targeted Service Level. Provide First Call Resolution (FCR) technical support to enterprise customers via phone and email.
- Fault Logging: Log reported faults into the ticketing system and manage the incident ticket queue within the defined target.
- Helpdesk Support: Provide helpdesk support for general services and manage customer's special requirements and processes.
- Troubleshooting: Provide Level 1.5 in-depth troubleshooting for IPVPN and MS Services, with a focus on understanding and applying the OSI layers.
- Monitoring: Manage proactive monitoring service within the targeted Service Level.
- Customer Communication: Provide timely updates to customers on the status of outstanding issues within the targeted Service Level. Manage customer's fault inquiries and provide quality assistance.
- Team Support: Support team Key Performance Indicators (KPIs) to meet Time to Restore.
- Coordination: Manage coordination within inter-cross operational supports to ensure speedy fault resolution. Provide escalation to the relevant party on prolonged outages.
- Email Management: Manage email within the targeted Service Level.
- Process Improvement: Review and improve operational processes to enable operations staff to operate effectively.
Qualification and Requirements
- Education: Diploma / Degree in Computer Science, Engineering, Information Technology, Telecommunications, or a related field.
- Experience: Fresh graduates or individuals with working experience in the Telecommunications industry in the Operational and/or Service Delivery field. Experience in a customer service environment and corporate telecommunications and networking are added advantages.
- Certifications: ITIL or CCNA certifications are desirable.
- Skills: Excellent customer handling, interpersonal, communication, decision-making, problem-solving, planning, and organization skills. Good report writing and presentation skills.
- Knowledge: Strong knowledge of telecommunications systems, networks, Network Protocol, Networking / WAN technologies, and IT support environments. Familiarity with telecommunications regulations and standards.
o e.g.: Network Protocol: BGP, OSPF etc.
o e.g.: WAN technologies: SD-WAN, NFV, Internet, MPLS, Leased Line, VPN.
- Language: Proficient communication and written skills in English is mandatory.
- Characteristics: Highly motivated, able to work independently under pressure, and customer focused.
- Business Awareness: Possess commercial and business awareness.
- Service Management: Service management experience is preferred.
- Adherence to Processes: Ensures adherence to existing and new processes and process changes for completeness.
Work Schedule
- Rotational Shift: 12-hour shifts alternating between day shift and night shift each starting at 7am and 7pm
o 2 days of day shift (7am-7pm)
o 2 days off
o 2 days of night shift (7pm-7am)
o 2 days off
- Additional Responsibilities: You may be required to be on standby for overtime depending on operational needs.
Additional Points:
- Mobile Device Policy: Personal mobile phones are not permitted in specific work areas for security and focus. Dedicated lockers will be provided for storage during those times.
- Work Location: This role is on-site at our facilities. We currently do not offer hybrid or work-from-home arrangements for this position.
- Probationary Period: New hires undergo a three-month probationary period during which your performance will be evaluated.
