L2, Managed Services/service Desk

2 weeks ago

Kuala Lumpur, Malaysia TG Human Resource Services Sdn. Bhd. Full time

Demonstrate an in-depth grasp of the solutions, configurations, and networks implemented for managed customers.
- Manage escalations from the 1st level Service Desk following established procedures.
- Efficiently resolve customer incidents within defined Service Level Agreements (SLAs).
- Execute maintenance and configuration changes, meticulously adhering to change management protocols.
- Develop and oversee alerts and dashboards tailored to customer requirements.
- Ensure all service requests are successfully concluded within SLAs.
- Skillfully handle customer expectations and promptly inform Managers about significant incidents.

**Job Requirements**:

- Possess advanced knowledge of TCP/IP protocols and networking principles.
- Exhibit strong communication proficiency, capable of effectively engaging with both ISPs and a diverse global customer base.
- Possess a proven track record in troubleshooting Routing, Switching, Firewall, and Wireless Technologies.
- Solid understanding of SD-WAN (Software-Defined Wide Area Network) concepts and technologies.
- In-depth understanding of network security principles and practices.
- Familiarity with network security technologies, including firewalls, intrusion detection systems, and encryption protocols.
- Display a proactive interest in self-guided learning, aiming to continually enhance expertise in Routing, Switching, Wireless Technologies, and Network Security.
- Hold relevant Training Certifications.
- Hold a minimum of a Bachelor's Degree in Computer Science or Computer Information Systems.

Pay: RM4,000.00 - RM6,000.00 per month

**Experience**:

- Service Desk: 1 year (preferred)

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