IT Support Desk

RESPONSIBILITIES Perform day to day technical support and fault management for all network products and services, monitoring alarms on customer router and DDoS. Manage day-to-day operational matters and functions of the SOC including daily traffic health reporting. To manage customer service problem/network outage as per SOC processes and procedures To adhere to SOC processes and Standard Operating Procedures (SOP) To perform escalation as per SOC processes and procedure during service problem/network outages To perform first level troubleshooting during service/network outages To perform escalation as per SOC’s procedures especially for cases involving the Core Network and/or Physical Last-Mile Access Layer. To manage customers during service/network outages To do escalation to other Department such as TAC/System during outages according to the SOP Responsible for problem/incident management, tracking of all issues, escalation and reporting according to the establish SOP To monitor network and services as per SOC processes and procedures To manage Data Center access as per SOP and adhere to customer’s visit as well requests. To well versed with Telegram and fast learner. To provide monthly reporting & incident reports to the customer To provide Incident report for every fault was raised. Rebooting or power cycling an equipment • Resetting of sub-equipment by ejecting the device and re-inserting it Reading serial numbers on the equipment Relaying status of the equipment status indicators Pushing a button or toggling a switch First-time patching for newly laid JB cross-connect order Providing visual verification (remote eyes) to assist troubleshooting efforts Plugging in a console port for remote management Troubleshooting your equipment with your assistance Taking inventory or taking digital pictures of your equipment/ allocated rack space within the data centre Assisting with physical installation, relocation or movement of your equipment REQUIREMENTS Flexible individual who is able to adapt well. Able to handle pressure as job scope entails meeting high standards of organizational KPIs Willing to work on 24 x 7 shift and standby. Proficient in written and oral English and Bahasa Malaysia. Minimum qualifications: Degree in Data Communications and Networking, any Engineering field. 1 to 2 years’ experience in a Network Operation Centre environment. Fresh graduates are encouraged to apply. • Work Location in Johor Bahru & Willingness to travel for any ad-hoc project basis