Description
Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.
We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.
About This Role
As a Senior Network Engineer in IT department, you will provide Level 2 (L2) support for both Network and Telephony systems. You will support IT Operations by resolving network and voice-related issues, working closely with L1 support, vendors, and partners to ensure stable and efficient network and voice services across HQ, data centers, and retail locations.
WORKING HOURS
- Monday to Friday: 9:00am - 6:00pm
- Saturday to Sunday: Off
- Work Arrangement: Hybrid. 3 days work in office at Q Sentral, 2 days work from home
Roles & Responsibilities
- Act as Level 2 support, providing advanced troubleshooting assistance to L1 IT Support teams.
- Analyze issues and determine the most appropriate solutions based on information provided by users and L1.
- Respond to, track, and document all cases with clear and up-to-date notes.
- Identify, analyze, troubleshoot, and resolve network and voice-related service requests.
- Escalate issues to higher-level support when required (e.g., skill limitations, extended resolution time, parts unavailability, or risk to service quality).
- Collaborate with internal teams, vendors, and service providers to resolve technical issues.
- Provide advanced support for: Switch configuration, Router and routing management, Firewall configuration and policies.
- Deliver in-depth support for Voice systems, including: Local and toll-free number management, SIP configuration, Call flow design and documentation, IVR setup and configuration.
- Monitor and support LAN/WAN infrastructure across HQ, data centers, and stores, including coordination with ISPs.
- Configure and deploy new network and voice devices.
- Handle multiple cases concurrently while meeting service expectations.
- Work effectively with Microsoft Teams for collaboration and communication.
- Proactively identify opportunities to improve processes, procedures, and resolutions.
Position Requirements
- Proven experience as a Network and Voice Engineer.
- Strong understanding of network infrastructure, server systems, and IT processes.
- Basic knowledge of Cisco devices and Cisco Webex.
- Experience with Microsoft Teams integration is an advantage.
- Tech-savvy with working knowledge of office automation tools.
- Proficient in English with strong communication skills.
- Customer-focused, calm under pressure, and solution-oriented.
Tech Stack Summary
- Networking & Infrastructure: LAN/WAN, SD-WAN, Routers, Switches, Firewalls, Access Points, VPN
- Network Vendors & Devices: Cisco, Fortinet (FortiGate), Palo Alto, Modems
- Routing & Protocols: BGP, EIGRP, VLANs, Trunking, Port Channels, ACLs, DHCP, DNS
- Voice & Collaboration: SIP Technology, Cisco Webex, IVR Configuration, Call Flow Design, Toll-Free & Local Number, Management, Avaya (Basic), Microsoft Teams Integration
- Security & Authentication: Active Dirctory, RADIUS, Antivirus, Proxy Solutions
- Monitoring & Logging: PRTG, Icinga, Grafana, Graylog, Kibana
- Systems & Productivity: Operating Systems, Office 365 (Outlook, Word, Excel, PowerPoint, Access, Project, Visio)
- IT Operations & Support: L2 Network & Voice Support, Incident Management, ISP Coordination, Vendor Management, Documentation & Case Logging
Perks & Benefits
- Bi-monthly food and beverage gatherings
- General hospitalisation and surgical insurance
- Paid vacation / Sick leave
- Growth opportunities
- Certification training provided
- Corporate gatherings, team bonding events, and much more!
- Volunteering day for a charity of your choice
- Discounted Employee Stock Purchase Plan (ESPP)
Ria Money Transfer is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Check out our website to learn more about the company at:http://www.riamoneytransfer.com/
The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company's right to assign or reassign duties and responsibilities to this job as needed.
