Network Technical Support

6 days ago

Kuala Lumpur, Malaysia Telstra Full time

**Our GBS team**

Our Global Business Services (GBS) function brings together and radically simplifies customer service operations and internal support services. We enable innovation, both for our consolidated function as well as for other areas of Telstra.

Our focus is to deliver great experiences, to simplify and innovate, and drive Telstra’s profitability across a global operating footprint.

**About the role**

As a **Network Technical Specialist**, you will be accountable for:

- Under the general guidance and direction of more senior technical staff, deliver technical support in relation to a range of complex products and services, network and infrastructure elements
- Work within a defined set of relevant product / network procedures, standards and practices
- Deliver outcomes by implementing a course of action identified from a general range of solutions
- 1st call Assist in providing technical support in the investigation and rectification of complex incidents
- 1st call Assist in basic troubleshooting on technologies such as ADSL, Ethernet, IPVPN, VoIP
- Manage the in-coming calls and create SNI tickets within committed Response times and SLA.
- Timely provide updates to customers on all RFO cases within the committed SLA, low priority case is not being escalated
- Daily updates reasons for ageing tickets and difficulties handling complex tickets

**About you**

To be successful in the role, you will bring skills and experience in:

- Relevant experience working in Technical Support or network operations centre environment
- Excellent communication skills, both verbal and written in Korean and English.
- Excellent problems solving of moderate complexity and good knowledge on the OSI 7 Layers.
- Maintaining stakeholder relationships and some experience in a specialist field of IP, Transmission, Cloud, Security etc.
- Experience of first line maintenance and alarm monitoring for network devices such as Cisco, Juniper and Foundry devices.
- Good Hands On Experience of technologies and protocols such as Ethernet, MPLS, ADSL, SDH, VoIP and layer 3 protocols such as TCP/IP, BGP, OSPF.
- Good understanding of incident and jeopardy management to work with relevant teams during Major outages for restoration and provide updates to customers appropriately and regularly.
- Exposure & Trained on Cisco CCNA Routing & Switching/Security, Juniper, ITIL Foundation as minimum standard as minimum. CISSP, CCNP is a plus.

**Thrive, your way**

Your work will expose you to innovative thinking, technologies, and global best practice. As we grow, you'll grow, and this will extend onto building your own valuable talents and skills here with us.

**Interested?**
- ______________

We’re committed to building a diverse and inclusive workforce in all its forms. We encourage applicants from diverse gender, cultural and linguistic backgrounds and applicants who may be living with a disability. We also offer flexibility in all our roles, to ensure everyone can participate.

To learn more about how we support our people, including accessibility adjustments we can provide you through the recruitment process, visit tel.st/thrive.

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