Technical Assistance Center (TAC) Engineer

Responsibilities: • Accepts technical escalation from customer service helpdesk • Tier 2 network support • Leads post-mortems for service incidents • Provide technical support and services in resolving complex network issues. • Continuously improve network knowledge and skillset to support project and network. • Notify the management and related parties for high profile issues. • Network and Internet peering monitoring • Able to recommends improvement whenever needed to meet with the latest network standard. • Able to convey technical networking information to non-technical customers. • Proof of concept testing • Own the operation process and flow • Product development • Data center maintenance and support • Ensure incident tickets are responded and updated properly, resolved in a shortest time as possible within the SLA. • To make sure all links and network devices are at optimum performance. • Ensure MTTR at 4 hours • Ensure no tickets are resolved longer than 5 days Requirements: • Possess a Diploma or equivalent in IT/ Networking or related area with 2 to 5 years’ experience in telecommunications, network operations or network engineering. • In depth knowledge of network routing and switching protocol, especially BGP and OSPF and good knowledge in Cisco product is a big plus. • Strong interpersonal and communication skills. • Strong team player who is committed to customer service excellence. • Proven ability to work independently and within a team environment. • Comfortable in a culturally diverse global working environment. • Independent problem solving skills with the ability to assume leadership of resolution activities. • Able to work on standby, on-call and over weekend and public holiday if required.