Technical Assistance Centre (TAC) Engineer

Job Category


Job Type

Full Time

Job Location


Main Accountabilities

  • Accepts technical escalation from customer service helpdesk
  • Tier 2 network support
  • Leads post-mortems for service incidents
  • Provide technical support and services in resolving complex network issues.
  • Continuously improve network knowledge and skillset to support project and network.
  • Notify the management and related parties of high-profile issues.
  • Network and Internet peering monitoring
  • Able to recommend improvement whenever needed to meet the latest network standard.
  • Able to convey technical networking information to non-technical customers.
  • Proof of concept testing
  • Internal systems support
  • Own the operation process and flow
  • Product development
  • Data centre maintenance and support
  • Ensure incident tickets are responded to and updated properly, and resolved in the shortest time as possible within the SLA.
  • To make sure all links and network devices are at optimum performance.
  • Ensure MTTR at 4 hours
  • Ensure no tickets are resolved longer than 5 days


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

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