Noc - Level 1

3 days ago

Bandar Sunway, Malaysia Jenexus Holding Sdn Bhd Full time

Reports To
Head of NOC Assistant Manager/Technical Director

Responsibilities and Duties
- 24x7 with shift basis proactively monitor, response, perform 1st level technical support, escalate and follow up alerts/tickets for network or security alert and escalate to a higher tier analyst/team lead in accordance with relevant processes.
- Manage customer security or network related inquiries/complaints via pre-defined support channels
- Prepare, verify and submission on security and network performance report for Managed Network Services customers.
- To own authority of SR/Issue ticket and make sure ticket response time and follow up to meet SOP among Internal support team, customer and Sales.
- Perform the daily health checks & backup for network and security tools and appliance monitored.
- Understand the ISO and SOP requirement in the operation.
- Perform checking for network or security equipment, testing, configuration.
- Keep self-updates on current ISP networking trends and news
- Review own KPI and job role and constantly provide suggest to senior for improvement

What do you need to have for this role?

Diploma/Degree in Computer Science, Information Systems/ Technology, Communications Management, Network Operations/Management, Network Security/Information Security, Cyber Forensics/equivalent.
Work experience 0-2 years.
Experience in ISP TM/Maxis/Celcomdigi call broadband support will be advantage.
Certification: CEH, CCNA, and equivalent
NOC Level 1 post support flow and troubleshooting guideline.
Network Infra and customer network monitoring and Ticketing System. Communication - Articulate technical information clearly & accurately without miss communication to others.
Analytical & Problem solving - identify root cause & make straight forward decision based on pre-defined options using clear criteria / procedures on day-to-day operation. Consult with others for resolution when criteria are not clear.

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