Network and Telecom Lead

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)
• 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.
• 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

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