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Technical Assistance Center (TAC) Engineer

RM 3,000 - RM 3,499 / month

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MAIN ACCOUNTABILITIES 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 Degree or equivalent in IT/ Networking or related area with 3 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