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Jobs or company...

Network Associate Specialist - Technical Support

RM 5,000 - RM 9,600 / month
Checking job availability...
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This role:

1. Support the expansion, upgrades and rollouts of new network infrastructure involving

hardware such as routers, switches and servers related to IP/VPN, LAN or Private Network

systems, associated software, network monitoring and management systems.

2. Support engineering teams on new product/ feature implementation, node deployment and technical support matters.

3. Act as client’s Subject Matter Expert with extensive understanding of client’s Private

Network, IP/VPN, SD-WAN, LAN network setup/design in collaborations with Principal.

4. Provide and/or review configurations of complex changes, documenting all changes

including and not limited to maintaining network documentation.

5. Deep Technical Support (DTS) - Next level 3 escalation points for incidents, problem

mgmt. of incidents, support change management tasks. To ensure managed services

operates under acceptable quality and react fast to restore network, cloud failures / service

outage (minimized the downtime).

Responsibilities:

1. Provide Technical Support for escalated incident from NOC engineers, troubleshooting and solving the issues.

2. Provide fault isolation and root cause analysis for technical issues, follow thru to complete and validate permanent corrective actions.

3. Perform Network performance analysis, and take proactive actions and preventive

measures to monitor and enhance the network performance including software and

hardware upgrades, etc.

4. Proactively analyse minor incidents for unhealthy infrastructure conditions to resolve

intermittent faults, potential network faults or failures

5. Responsible for troubleshooting and timely resolution of faults/issues within the IP/ VPN,

SDWAN, LAN, Private Network and Cloud services with vendor or Principal coordination.

6. Professional Service Implementation of Private Network, ICT Network, Cloud services as

per finalized LLD by SI team

7. Prepare, schedule and complete reviews and governance of new device or services

onboarding into Managed/Supported status, decommissioning of infra from Managed/Supported status

8. Operate as Technical Change requester, reviewer, implementer, or approver as required to ensure compliance to ITIL Change mgmt. standards

9. Review and approve statistical reports on network and equipment performance

10. Review and approve Technical Support Bulletins and other technical documentation in the Knowledge Base for initial investigation by Tier 1 & 2 NOC

11. Review and approve of technical documentation part of Operations & Maintenance SOPs

for training materials, manuals, troubleshooting guides, etc.

12. Collaborate with SI team to finalize MOP for LLD Implementations, UAT checklist and

Operation & Maintenance(O&M) docs for customer handover and internal handover to

NOC for ongoing Managed Services

13. Review, Maintain and Approve Configuration mgmt. (ICT Asset Mgmt.), for managed

devices in compliance to Service Delivery processes

14. Produce, update, review and approve Trouble-shooting Knowledge Base, Operations &

Maintenance technical, Operation Readiness Checklist, UAT checklist, MOP

documentations, etc as compliance to Managed Services industry certifications (ISO

27001/2, etc.)

Requirements:

Degree in Networking, Engineering, IT, or equivalent.

Professional Certification – any of the below will be advantageous: ITIL, CISCO (CCNA, etc.), Fortinet (NSE 2, 3, 4), Certified of Datacentre Advanced, (Certified IP Associate) CIPA, other networking related

5-10 years in Network Operations or as relevant

Highly experienced in network computing, network management & multimedia networking

Hands on experience in handling technical support in ICT Network Operations (OSI Layers infra and Firewalls), Cloud services. Job Description

Proven track record with Tier 3 Deep Technical Support (based on ITIL Processes), meeting response and resolution KPIs of Managed Services

Experience using network management tools (Monitoring, Ticketing, etc).

Resourceful and the ability to improvise and make things happen

Analytical thinking Ø Team player with leadership qualities

Continuously eager to learn

Able to travel to other regions/State for onsite duties

Need to be on-call standby for after-hours escalation

Job Type: Full-time

Pay: RM5,000.00 - RM9,600.00 per month

Benefits:

  • Health insurance
  • Maternity leave
  • Opportunities for promotion
  • Parental leave
  • Professional development
  • Vision insurance

Schedule:

  • Day shift

Application Question(s):

  • Your expected salary:

Work Location: In person

Application Deadline: 03/10/2025
Expected Start Date: 03/18/2025