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Network Engineer

  • Full Time, onsite
  • Orange Business Services Malaysia Sdn Bhd
  • Kuala Lumpur, Malaysia
RM 8,000 - RM 9,999 / month

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CASE MANAGEMENT FOLLOW UP AND RESOLUTION The L2 Network Engineer: Manage ticketing tool to track, update and process customer cases daily. Acknowledge incidents within agreed SLA. Provide advanced technical support to ensure service delivery or service restoration. Transfer/Relay cases to other support entities for either remote or on-site intervention. Ensure that service level agreements are met for all requests delivery and incident resolution. Contribute in the handling and resolution of customer escalations. INCIDENT MANAGEMENT The L2 Network Engineer: To manage customer issues and or requests relating to the customer infrastructure according to Service Level Agreement and standard incident management processes. These technologies may include but are not exhaustive to Aruba, Cisco and Juniper. TECHNICAL SUPPORT Support Field engineers and customers for service requests, regularly providing updates of status. Ensure configuration/migration on backbone and customer sites remotely for activation of customer services. Verification of router, switches and network nodes configurations and correct where required as per perimeter and engineering rules. Migration and upgrade of equipment. Ensure customer acceptance tests are performed successfully. Ensure Supervision of equipment is activated/deactivated where required. Update CI tools (Configuration Items) after each operation performed. Appropriately categorize, prioritize, and escalate incidents and service requests which resolution is not found. Ensure resolution is performed within the defined SLA levels. TECHNICAL SUPPORT To handle changes and requests on customer's network infrastructures & technologies with respect to the defined Service Level Agreement. Change may be initiated following customer or internal requests. Participate in daily team meetings to discuss and address concerns related to backlog. Qualifications: Minimum degree in IT or Telecommunications ITIL V3 or V4 Foundation optional but desirable CCNA, CCNP (Security Certification optional but desirable) 2 years or more as IT Customer Support Engineer or IT Administrator or Security/Network Engineer for 2 years or more in a similar role