Network and Telecom Lead

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 as switches, Routers, Firewalls, routing protocols, VPN protocol and configurations, Voice - SIP server, services and configuration and will need to be keen in troubleshooting. You are required to assist IT Support for common Network and Voice related faults.
- Serve as the 2nd level support with troubleshooting skill 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.
- Provides in-depth support for Voice regarding, local / Toll Free numbers - subscription / management, Call flow design with diagram and configuration. IVR setup.
- Monitor and provide support for WAN / LAN management for HQ, DC and Stores that will included 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
- RADIUS
- Operating Systems
- Office 365 (Outlook/Word/Excel/PowerPoint/Access/Project/Visio)
- Security Application - Antivirus/Proxy
- SDWAN
- Logging Tools - Graylog, Kibana

**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
- IT Monitoring Tools - PRTG, Icinga, Graphana
- SIP technology - Voice configuration - prefer Cisco WebEx (Basic Avaya configuration knowledge is added advantage)

**Responsibilities**
- Serve as the 2nd level support with troubleshooting skill 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 regarding switch configuration, Router and routes management, Firewall maintenance.
- Provides in-depth support for Voice regarding, local / Toll Free numbers - subscription / management, Call flow design with diagram and configuration. 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.

**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 System
- Ability to diagnose and resolve technical issues related to switch, routers, firewall, SIP - configuration of VLANs, trunks, port-channel, acts/ policies, routing protocols as BGP/ EIGRP
- Should have basic knowledge of cisco devices and cisco Webex. Experience in integration with MS Teams is added advantage.
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- Minimum Certificate, Diploma or Professional course on IT Services

Job ID 300000150108626