NOC Engineer (Telecommunication)

Our client is a global leader in the next generation of digital services and consulting. They enable clients in more than 50 countries to navigate their digital transformation.

Location: Petaling Jaya, Section 13

Job Description


In the role of TAC Engineer & end customer support Administrator, you will interface with key stakeholders and global ISP’s/LSP’s and apply your technical proficiency of Tier1.5 and Tier-2 support expertise across different stages of Incident Management/Change Management, supporting customers incidents/problems in client environment. You will be responsible for incident resolution by your technical troubleshooting and coordination with stakeholders/IPS’s/LSP’s. You will also perform service improvement plans and problem Management support roles.

Key Accountabilities

  • To maintain a high degree of customer service for all support queries and adhere to Group Compliance policies and service management principles.
  • Responsible for the accurate and timely processing of Incidents to manage agreed SLA’s.
  • Jeopardy management and prioritization of incidents based on incident categories.
  • Working according to guidelines set by the IT Manager and the company policies & procedures.
  • 1-3 years of strong experience in International/Domestic IP-TAC/NOC.
  • Working Knowledge of Networking-IP (Layer-2 & 3 ) technologies Switching, Routing, SDWAN.
  • Experience of Switching and Routing on Cisco and Juniper devices. SDWAN troubleshooting experience on Viptela, Silver peak devices.
  • Experience of link failover/throughput testing and fault segregation by Putty/Spectrum.
  • Proven ability in Service Request, Incident and Change management.
  • Solid customer service focus and Excellent communication.
  • Proficient to manage user incident tickets for quick resolution and have good idea of different Ip network architecture and CPE connectivity’s.
  • Preferred Technical and Professional Expertise on Managed services, VPN, SDWAN.
  • Able to resolve incidents within Industry standard SLA’s.
  • Knowledge of Service improvement and network improvement planning and execution.
  • Flexible to work in Rotational shifts to support 24/7 function which include Weekend + Public holidays.
  • Certification’s requirements: Tier1.5 Support : CCNA/CCNP & Tier-2 Support : CCNP/CCI & Viptela/Silver Peak
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