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Jobs or company...

Network Specialist - Technical Support

RM 9,500 - RM 14,400 / 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, Cloud services setup/design in collaborations with Principal.

4. Review/ Approve configurations of complex changes, documenting all changes including

and not limited to maintaining network documentation, review and approve RCA for Problem mgmt.

5. Drive investigation of Network faults raised to Managed Services/NOC – Reactive Problem mgmt.., conduct post-incident review, Major Incident Mgmt. Lead, post-implementation changes reviews

6. 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).

Job Descriptions:

1. Drive incident coordination for fault isolation and root cause analysis for technical issues,

follow thru to complete and validate permanent corrective actions.

2. Drive Network performance analysis, to review and approve proactive actions and

preventive measures to monitor and enhance the network performance including software

and hardware upgrades, etc.

3. Drive Proactive analyst of minor incidents for unhealthy infrastructure conditions to resolve intermittent faults, potential network faults or failures

4. Drive Incident Mgmt. for troubleshooting and timely resolution of faults/issues within the IP/

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

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

onboarding into Managed/Supported status, decommissioning of infra from

Managed/Supported status

6. Operate as Change Manager, Technical Change Approver, reviewer, implementer, or

approver as required to ensure compliance to ITIL Change mgmt. standards

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

devices in compliance to Service Delivery processes

8. Drives Operation Readiness Checklist compliance with sign off from NOC, Customer

Operation lead

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

10. Review and verify Managed Infrastructure inventory details to keep track of licensing,

vendor, principal contract renewal requirements. (CMDB/Asset Mgmt. Audits)

11. 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 (ISO27001/2, etc.)

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

13. Review and approve of technical documentation part of Operations & Maintenance SOPs for training materials, manuals, troubleshooting guides, etc.

Job Requirements:

1. Degree in Networking, Engineering, IT or equivalent

2. Candidates with professional certification - ITIL, CISCO, (CCNP, etc), Fortinet, (NSE 4,5,6), Certified of Datacentre Professional/Advanced, Certified IP Engineer (CIPE), other networking related, are encouraged to apply

3. Minimum 8-12 years in Network, IP Packet, Cloud

4. Highly experienced in Network Computing, Network Management & Multimedia Networking

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

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

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

8. Managing Customer Experience - for Critical/Major Incidents, RCAs, ensure Incident Management meets MSP SLAs for Response & Resolutions

9. Able to travel to Other regions/State for onsite duties

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

Job Type: Full-time

Pay: RM9,500.00 - RM14,400.00 per month

Benefits:

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

Schedule:

  • Day shift

Application Question(s):

  • What is your expected salary

Work Location: In person

Expected Start Date: 03/12/2025