Network Engineer, TAC Network

1 day ago

Petaling Jaya, Selangor, Malaysia Infosys Full time 30,000 - 60,000 per year

Responsibility:

  • Technical Support: Answer IPVPN and Managed Services (MS) support calls within the targeted Service Level. Provide First Call Resolution (FCR) technical support to enterprise customers via phone and email.
  • Fault Logging: Log reported faults into the ticketing system and manage the incident ticket queue within the defined target.
  • Helpdesk Support: Provide helpdesk support for general services and manage customer's special requirements and processes.
  • Troubleshooting: Provide Level 1.5 in-depth troubleshooting for IPVPN and MS Services, with a focus on understanding and applying the OSI layers.
  • Monitoring: Manage proactive monitoring service within the targeted Service Level.
  • Customer Communication: Provide timely updates to customers on the status of outstanding issues within the targeted Service Level. Manage customer's fault inquiries and provide quality assistance.
  • Team Support: Support team Key Performance Indicators (KPIs) to meet Time to Restore.
  • Coordination: Manage coordination within inter-cross operational supports to ensure speedy fault resolution. Provide escalation to the relevant party on prolonged outages.
  • Email Management: Manage email within the targeted Service Level.
  • Process Improvement: Review and improve operational processes to enable operations staff to operate effectively.

Qualification and Requirements

  • Education: Diploma / Degree in Computer Science, Engineering, Information Technology, Telecommunications, or a related field.
  • Experience: Fresh graduates or individuals with working experience in the Telecommunications industry in the Operational and/or Service Delivery field. Experience in a customer service environment and corporate telecommunications and networking are added advantages.
  • Certifications: ITIL or CCNA certifications are desirable.
  • Skills: Excellent customer handling, interpersonal, communication, decision-making, problem-solving, planning, and organization skills. Good report writing and presentation skills.
  • Knowledge: Strong knowledge of telecommunications systems, networks, Network Protocol, Networking / WAN technologies, and IT support environments. Familiarity with telecommunications regulations and standards.

o e.g.: Network Protocol: BGP, OSPF etc.

o e.g.: WAN technologies: SD-WAN, NFV, Internet, MPLS, Leased Line, VPN.

  • Language: Proficient communication and written skills in English is mandatory.
  • Characteristics: Highly motivated, able to work independently under pressure, and customer focused.
  • Business Awareness: Possess commercial and business awareness.
  • Service Management: Service management experience is preferred.
  • Adherence to Processes: Ensures adherence to existing and new processes and process changes for completeness.

Work Schedule

  • Rotational Shift: 12-hour shifts alternating between day shift and night shift each starting at 7am and 7pm

o 2 days of day shift (7am-7pm)

o 2 days off

o 2 days of night shift (7pm-7am)

o 2 days off

  • Additional Responsibilities: You may be required to be on standby for overtime depending on operational needs.

Additional Points:

  • Mobile Device Policy: Personal mobile phones are not permitted in specific work areas for security and focus. Dedicated lockers will be provided for storage during those times.
  • Work Location: This role is on-site at our facilities. We currently do not offer hybrid or work-from-home arrangements for this position.
  • Probationary Period: New hires undergo a three-month probationary period during which your performance will be evaluated.

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