Job Description
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: Japanese
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
