Incident Management Specialist_L1

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Getronics Full time 40,000 - 80,000 per year

Key Responsibilities

  • To provide a professional first technical point of contact for the customer and third party vendors
  • To manage the change request for the customer.
  • To do basic risk assessment, planning, and request handling.
  • Diagnose fault incidents by effectively utilizing troubleshooting software and other network/product utility programs.
  • Provide updates as needed to the customer in order to meet performance objectives and contractual objectives.
  • To ensure cases are allocated to the most appropriate 'next step' as part of the incident flow process
  • To monitor incidents and perform both technical escalations and managerial escalations in line with company procedures.
  • To monitor systems, customer networks and products, and deal with alerts and events as appropriate.
  • To liaise and refer issues to correct/relevant entities e.g. other service desks, PTT, Carriers, Operations & Engineering teams and other Vendors as appropriate.
  • Document all troubleshooting and incident management actions via the electronic incident management system to the highest possible standard.
  • To undertake any other reasonable task as assigned.

Skills

  • Able to commit to work 24/7 shift rotations.
  • Ability to work in an international environment but with capability to work.

independently when needed.

  • Ability to engage and partner with customers and internal staff as required.
  • Ability to identify problems and analytically solve them to resolution as required and without stress.
  • Ability to work in a (virtual) team environment with internal and external organizations and with customers.
  • Proficient in English plus fluent in additional language -Korean, Mandarin, Japanese, Cantonese Language skills is an added advantage.

Education and Experience Requirements

  • Min qualification of Degree or Diploma or equivalent in IT fields,
    and;
  • Preferably 2 years of experience in a Network environment
  • Has min 1 year of experience liaising with international customers.
  • Preferably certified with CCNA/CCNP or other relevant network certification.
  • Experience working with Telco providers and product vendors
  • Relevant working experience and possess sound technical knowledge.
  • Strong technical troubleshooting and knowledge of any of the below technologies needs to be demonstrated: -

a.
IP knowledge - IPVPN, IP Telephony, Internet, LAN, etc

b. WAN knowledge - MPLS, SD-WAN, etc

c. CISCO routers, switches, and standard products knowledge preferred.

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