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Technical Assistance Center Engineer

2 months ago

Putrajaya, Malaysia Extreme Broadband Sdn. Bhd. Full time
Job Summary

We are seeking a highly skilled Network Operations Specialist to join our Technical Assistance Center team at Extreme Broadband Sdn. Bhd. The successful candidate will be responsible for providing technical support and services in resolving complex network issues, leading post-mortems for service incidents, and continuously improving network knowledge and skillset to support project and network.

Key Responsibilities
  • Technical Escalation: Accept technical escalation from customer service helpdesk and provide timely and effective resolution.
  • Post-Mortem Analysis: Lead post-mortems for service incidents to identify root causes and implement corrective actions.
  • Network Support: Provide technical support and services in resolving complex network issues, including network and Internet peering monitoring.
  • Knowledge Management: Continuously improve network knowledge and skillset to support project and network.
  • Communication: Convey technical networking information to non-technical customers and stakeholders.
  • Process Improvement: Recommend improvements whenever needed to meet the latest network standards.
  • Incident Management: Ensure incident tickets are responded to and updated properly, resolved in the shortest time possible within the SLA.
  • Network Optimization: Ensure all links and network devices are at optimum performance.
  • MTTR Management: Ensure Mean Time to Restore (MTTR) at 4 hours.
  • Ticket Resolution: Ensure no tickets are resolved longer than 5 days.
Requirements
  • Education: Possess a Diploma or equivalent in IT/Networking or related area with 3 to 5 years' experience in telecommunications, network operations, or network engineering.
  • Technical Skills: In-depth knowledge of network routing and switching protocols, especially BGP and OSPF, and good knowledge in Cisco products is a big plus.
  • Soft Skills: 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, and independent problem-solving skills with the ability to assume leadership of resolution activities.
  • Availability: Able to work on standby, on-call, and over the weekend and public holidays if required.