Based in our APAC HQ in Kuala Lumpur, you will be reporting to our Network and Telcom Manager. As a Senior Network and Telecom Engineer, you will work as a L2 support for both Network and Telephone System. This position requires in-depth technical knowledge regarding Network functionality, network devices such as switches, routers, firewalls, routing protocols, VPN protocol and configurations, and Voice - SIP server services and configurations. You will need to be keen on troubleshooting and assist IT Support for common Network and Voice related faults.
Job Description:
- Serve as the 2nd level support with troubleshooting skills to assist IT Support seeking technical assistance.
- Determine the best solution based on the issue and details provided by L1 and users.
- Respond to and log all inquiries received from L1.
- Keep well documented and updated case notes.
- Identify, analyze, troubleshoot, and resolve client service requests.
- Properly escalate and communicate to a higher level of support as necessary including service that exceeds skills level, reasonable repair time, lack of parts, or any other issue that could impact customer satisfaction.
- Work as a team member to collaboratively resolve client requests and technical issues with other team members, partners, and vendors.
- Provide higher level support for switch configuration, router and routes management, and firewall maintenance.
- Provide in-depth support for Voice regarding local / toll-free numbers - subscription / management, call flow design with diagram and configuration, and IVR setup.
- Monitor and provide support for WAN / LAN management for HQ, DC, and stores that will include communication with ISPs.
- Manage multiple cases at one time.
- Setup and configure new network and Voice devices.
- Should be able to work with Microsoft Teams.
- Identify and suggest possible improvements on procedures and resolution.
Must have Good Knowledge of:
- Active Directory
- Operating Systems
- Office 365 (Outlook/Word/Excel/PowerPoint/Access/Project/Visio)
- Security Applications – Antivirus/Proxy
- SDWAN
Must have Experienced Knowledge of:
- Network LAN/WAN - Routers/Switch/Modem/Firewall/AP/VPN with different brands preferably - Cisco, Fortigate, Palo Alto
- Routing protocols - BGP/EIGRP
- DHCP configurations
- DNS configurations
- SIP technology - Voice configuration - prefer Cisco WebEx (Basic Avaya configuration knowledge is an added advantage)
Qualifications
- Proven experience as a network and voice engineer
- Tech savvy with working knowledge of office automation products, Network, Server System, and IT Processes
- Good understanding of IT Systems
- Ability to diagnose and resolve technical issues related to switches, routers, firewalls, SIP - configuration of VLANs, trunks, port-channel, acts/policies, routing protocols such as BGP/EIGRP
- Should have basic knowledge of Cisco devices and Cisco Webex. Experience in integration with MS Teams is an added advantage.
- Proficiency in English
- Customer-oriented and cool-tempered
- Minimum Certificate, Diploma or Professional course in IT Services
Job Info
- Job Identification: 7019
- Posting Date: 12/20/2023, 07:06 AM
- Job Schedule: Full time
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