Network Support Analyst-4
On-site · Kuala Lumpur, Kuala Lumpur, Malaysia
Job Summary
IP NOC Technician in the Network Operations Department responsible for answering customer calls, documenting, isolating and resolving network and customer incidents; maintaining accurate ticket updates and timely communication throughout incident lifecycles; collaborating with Technical Support and desk management to resolve issues; monitoring the network to proactively identify and prevent incident impacts; and executing the established incident management process with emphasis on ticket quality and effective escalation and communication.
Required Qualifications
- 3-5 years’ experience in operations support environment
- 3-5 years’ experience with troubleshooting circuits
- Direct experience configuring and troubleshooting Cisco routers and switches
- Cisco IOS experience
- Familiarity with TAC case management and escalation process
- MPLS experience
- Routing protocol troubleshooting experience (BGP, IS-IS, OSPF, EIGRP)
- Network Address Translation experience
- Solid written and verbal skills
- Direct customer service experience required
- Flexibility to work rotating shifts in a 24x7 environment, including weekends and holidays
- Availability to work overtime shifts to maintain divisional coverage
- Education and Certifications: CCNA Certification
- B.S. (or equivalent) in Information Technology, Computer Science, or other technical disciplines
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