Role Purpose
In this role, you will be the first point of contact for customers reporting network and connectivity issues across a range of products and services. The role focuses on resolving customer-reported faults, ensuring SLA adherence, and improving overall customer service experience.
Key Responsibilities
- Day to day handling of customer emails and phone calls for fault reporting and inquiries
- Contribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products and services supplied.
- Under the general guidance and direction of more senior technical staff, deliver technical support in relation to a range of complex products and services, network and infrastructure elements
- Work within a defined set of relevant product/network procedures, standards and practices
- Deliver outcomes by implementing a course of action identified from a general range of solutions
- 1st call Assist in providing technical support in the investigation and rectification of complex incidents
- 1st call Assist in basic troubleshooting on technologies such as ADSL, Ethernet, IPVPN, VoIP
- Manage the in-coming calls and create SNI tickets within committed Response times and SLA.
- Timely provide updates to customers on all RFO cases within the committed SLA, low priority case is not being escalated
- Daily updates reasons for ageing tickets and difficulties handling complex tickets
Technical Requirements and Qualifications:
Technical Knowledge
You should have hands-on exposure or working knowledge in:
- WAN, LAN, and network fundamentals (OSI layers, TCP/IP)
- Protocols: HTTP, HTTPS, FTP, SSH, Telnet
- Technologies: Ethernet, MPLS, ADSL, SDH, IPVPN, VoIP
- Basic understanding of routing protocols such as BGP and OSPF
- Incident management in a NOC or technical support environment
- Exposure to Cisco or Juniper devices is an advantage
- Understanding of Cloud, Security, or Contact Centre technologies is a plus
Experience
- 2–4 years in Technical Support, NOC, Telecom Support, or Service Desk roles
- Experience in handling network incidents and troubleshooting connectivity issues
- Familiar with ITIL or structured incident management processes
Certifications (Good to Have)
- CCNA / CCNP
- ITIL Foundation
- Juniper, CISSP (advantage)
Language Requirement
- Fluent in English plus one of the following: Mandarin (Traditional and/or Simplified)
What Makes You Successful in This Role
- Strong problem-solving skills and ability to work under pressure
- Customer-focused mindset with a sense of urgency
- Ability to multitask and manage multiple incidents at once
- Good communication skills to explain technical issues clearly to customers
- Independent, proactive, and a strong team player
- Comfortable working in shift environments
