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Network and Telecom Lead

Ria Selangor, Malaysia
Posted 11 days ago Permanent Competitive
Based in our APAC HQ in Kuala Lumpur, you will be reporting to our Network and Telcom Manager. As a Senior Network and Telecom Engineer, you will work as a L2 support for both Network and Telephone System. This position requires in depth technical knowledge regarding Network functionality, network devices as switches, Routers, Firewalls, routing protocols, VPN protocol and configurations, Voice - SIP server, services and configuration and will need to be keen in troubleshooting. You are required to assist IT Support for common Network and Voice related faults.

Job Description:
  • Serve as the 2nd level support with troubleshooting skill to assist IT Support seeking technical assistance.
  • Determine the best solution based on the issue and details provided by L1 and users.
  • Respond to and log all inquiries received from L1
  • Keep well documented and updated case notes.
  • Identify, analyze, troubleshoot and resolve client service requests.
  • Properly escalate and communicate to a higher level of support as necessary including service that exceeds skills level, reasonable repair time, lack of parts, or any other issue that could impact customer satisfaction.
  • Work as a team member to collaboratively resolve client requests and technical issues with other team members, partners and vendors.
  • Provide higher level support for switch configuration, Router and routes management and Firewall.
  • Provides in-depth support for Voice regarding, local / Toll Free numbers - subscription / management, Call flow design with diagram and configuration. IVR setup.
  • Monitor and provide support for WAN / LAN management for HQ, DC and Stores that will included communication with ISPs.
  • Manage multiple cases at one time.
  • Setup and configure new network and Voice devices.
  • Should be able to work with Microsoft teams.
  • Identify and suggest possible improvements on procedures and resolution.
Must have Good Knowledge of:
  • Active Directory
  • RADIUS
  • Operating Systems
  • Office 365 (Outlook/Word/Excel/PowerPoint/Access/Project/Visio)
  • Security Application - Antivirus/Proxy
  • SDWAN
  • Logging Tools - Graylog, Kibana
Must have experienced knowledge of:
  • Network LAN/WAN - Routers/Switch/Modem/Firewall/AP/VPN with different brands preferably - Cisco, Fortigate, Palo Alto
  • Routing protocols - BGP/ EIGRP
  • DHCP configurations
  • DNS configurations
  • IT Monitoring Tools - PRTG, Icinga, Graphana
  • SIP technology - Voice configuration - prefer Cisco WebEx (Basic Avaya configuration knowledge is added advantage)


Responsibilities
  • Serve as the 2nd level support with troubleshooting skill to assist IT Support seeking technical assistance.
  • Determine the best solution based on the issue and details provided by L1 and users.
  • Respond to and log all inquiries received from L1.
  • Keep well documented and updated case notes.
  • Identify, analyze, troubleshoot and resolve client service requests.
  • Properly escalate and communicate to a higher level of support as necessary including service that exceeds skills level, reasonable repair time, lack of parts, or any other issue that could impact customer satisfaction.
  • Work as a team member to collaboratively resolve client requests and technical issues with other team members, partners and vendors.
  • Provide higher level support regarding switch configuration, Router and routes management, Firewall maintenance.
  • Provides in-depth support for Voice regarding, local / Toll Free numbers - subscription / management, Call flow design with diagram and configuration. IVR setup.
  • Monitor and provide support for WAN / LAN management for HQ, DC and Stores that will include communication with ISPs.
  • Manage multiple cases at one time.
  • Setup and configure new network and Voice devices.
  • Should be able to work with Microsoft teams.
  • Identify and suggest possible improvements on procedures and resolution.


Qualifications
  • Proven experience as a network and voice engineer
  • Tech savvy with working knowledge of office automation products, Network, Server System and IT Processes
  • Good understanding of IT System
  • Ability to diagnose and resolve technical issues related to switch, routers, firewall, SIP - configuration of VLANs, trunks, port-channel, acts/ policies, routing protocols as BGP/ EIGRP
  • Should have basic knowledge of cisco devices and cisco Webex. Experience in integration with MS Teams is added advantage.
  • Proficiency in English
  • Excellent communication skills
  • Customer-oriented and cool-tempered
  • Minimum Certificate, Diploma or Professional course on IT Services
Job ID  300000150108626
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