Technical Assistance Center Engineer

Job Category

Technical Assistance Center (TAC)

Job Type

Full Time

Job Location


Main Accountabilities

  1. Accepts technical escalation from customer service helpdesk.
  2. Tier 2 network support.
  3. Leads post-mortems for service incidents.
  4. Provide technical support and services in resolving complex network issues.
  5. Continuously improve network knowledge and skillset to support project and network.
  6. Notify the management and related parties for high profile issues.
  7. Network and Internet peering monitoring.
  8. Able to recommend improvements whenever needed to meet the latest network standard.
  9. Able to convey technical networking information to non-technical customers.
  10. Proof of concept testing.
  11. Own the operation process and flow.
  12. Product development.
  13. Data center maintenance and support.
  14. Ensure incident tickets are responded to and updated properly, resolved in the shortest time possible within the SLA.
  15. To make sure all links and network devices are at optimum performance.
  16. Ensure Mean Time to Restore (MTTR) at 4 hours.
  17. Ensure no tickets are resolved longer than 5 days.


  1. Possess a Diploma or equivalent in IT/Networking or related area with 3 to 5 years’ experience in telecommunications, network operations, or network engineering.
  2. In-depth knowledge of network routing and switching protocols, especially BGP and OSPF, and good knowledge in Cisco products is a big plus.
  3. Strong interpersonal and communication skills.
  4. Strong team player who is committed to customer service excellence.
  5. Proven ability to work independently and within a team environment.
  6. Comfortable in a culturally diverse global working environment.
  7. Independent problem-solving skills with the ability to assume leadership of resolution activities.
  8. Able to work on standby, on-call, and over the weekend and public holidays if required.

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Interested candidates are invited to apply online, and MUST state their latest detailed resume, experience, and current and expected salary, together with a recent photograph.


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