MAIN ACCOUNTABILITIES

• Perform day to day technical support and fault management for all network products and services, monitoring alarms on customer router and DDoS.
• Manage day-to-day operational matters and functions of the SOC including daily traffic health reporting.
• To manage customer service problem/network outage as per SOC processes and procedures
• To adhere to SOC processes and Standard Operating Procedures (SOP)
• To perform escalation as per SOC processes and procedure during service problem/network outages
• To perform first level troubleshooting during service/network outages
• To perform escalation as per SOC’s procedures especially for cases involving the Core Network and/or Physical Last-Mile Access Layer.
• To manage customers during service/network outages
• To do escalation to other Department such as TAC/System during outages according to the SOP
• Responsible for problem/incident management, tracking of all issues, escalation and reporting according to the establish SOP
• To monitor network and services as per SOC processes and procedures
• To manage Data Center access as per SOP and adhere to customer’s visit as well requests.
• To well versed with Telegram and fast learner.
• To provide monthly reporting & incident reports to the customer
• To provide Incident report for every fault was raised.
• Rebooting or power cycling an equipment
• Resetting of sub-equipment by ejecting the device and re-inserting it
• Reading serial numbers on the equipment
• Relaying status of the equipment status indicators
• Pushing a button or toggling a switch
• First-time patching for newly laid JB cross-connect order
• Providing visual verification (remote eyes) to assist troubleshooting efforts
• Plugging in a console port for remote management
• Troubleshooting your equipment with your assistance
• Taking inventory or taking digital pictures of your equipment/ allocated rack space within the data center
• Assisting with physical installation, relocation or movement of your equipment

REQUIREMENTS & SKILLS

• Flexible individual who is able to adapt well.
• Able to handle pressure as job scope entails meeting high standards of organizational KPIs
• Willing to work on 24 x 7 shift and standby.
• Proficient in written and oral English and Bahasa Malaysia.
• Minimum qualifications: Degree in Data Communications and Networking, any Engineering field.
• 1 to 2 years’ experience in a Network Operation Centre environment.
• Fresh graduates are encouraged to apply