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Technical Assistance Centre (TAC) Engineer
Job Category
IT
Job Type
Full Time
Job Location
Cyberjaya
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
Requirements
- 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.
Apply for this position
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.
ONLY SHORTLISTED CANDIDATES WILL BE NOTIFIED ACCORDINGLY
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