Junior Network Engineer

Avensys Consulting; Cyberjaya; On-site; MYR 30,000 - 40,000; Full time

Job summary

A global IT professional services company is seeking a Junior Network Engineer in Cyberjaya, Malaysia. The role focuses on providing 1st Level IT support to end users, logging incidents, troubleshooting technical issues, and maintaining service standards. Candidates should possess a relevant diploma or degree and have a foundation in IT support and IT Service Management processes.

Qualifications

• Diploma or Bachelor’s Degree in relevant fields.
• Basic IT support and troubleshooting knowledge required.
• Familiarity with IT Service Management processes.

Responsibilities

• Provide frontline technical assistance and customer service to end users.
• Log, categorize, and prioritize user tickets in the Helpdesk.
• Perform initial diagnosis and troubleshooting for hardware, software, and network issues.
• Guide users through step-by-step solutions or remote assistance.
• Handle account creation, password resets, and basic configuration tasks.
• Escalate unresolved incidents to 2nd or 3rd Level Support teams.
• Monitor open tickets for timely updates and adherence to SLAs.
• Assist in maintaining the knowledge base.

Skills

Basic IT support and troubleshooting knowledge

Familiarity with IT Service Management processes

Education

Diploma or Bachelor’s Degree in Information Technology, Computer Science, Networking, Engineering, Business Administration, or related discipline

Job description

Global Recruitment Head at Avensys Consulting

Avensys is a reputed global IT professional services company, and our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. And we service a client base across banking and financial services, insurance, information technology, healthcare, retail, and supply chain.

We are currently looking for Junior Network Engineer. This is an exciting opportunity to expand your skills set, achieve job satisfaction and work-life balance. More details as below.

Main Responsibilities

• Provide frontline technical assistance and customer service to end users as the first point of contact for all IT-related incidents and service requests. Responsibilities include:
• Logging, categorizing, and prioritizing user tickets in the Helpdesk.
• Performing initial diagnosis and troubleshooting for hardware, software, network connectivity, and access-related issues.
• Guiding users through step-by-step solutions or remote assistance to resolve common technical problems.
• Handling account creation, password resets, access permissions, and basic configuration tasks.
• Escalating unresolved or complex incidents to 2nd or 3rd Level Support teams while maintaining clear documentation of actions taken.
• Monitoring open tickets to ensure timely updates and adherence to defined SLAs.
• Communicating effectively with users to provide updates, manage expectations, and ensure user satisfaction.
• Assisting in maintaining the knowledge base by documenting known issues, solutions, and standard procedures for future reference.

List of responsibilities

• 1st Level Support – Provide initial technical assistance to users for IT-related issues, including basic troubleshooting, ticket logging and classification, and escalation to higher-level teams when necessary.
• Incident Management – Log, classify, monitor, and resolve incidents in accordance with established procedures; ensure SLA compliance and coordinate follow-up actions for critical incidents.
• Problem Management – Identify root causes of recurring issues, maintain a known error database, and recommend preventive or corrective actions to minimize recurrence.
• Change Management – Manage change requests by assessing risks and impacts, preparing implementation schedules, and executing changes with rollback plans to maintain system stability.
• Service Desk Support – Handle user tickets, assist with account access and password resets, and provide basic support for network and IT security-related issues.
• Network Operations – Monitor and maintain network performance and availability (LAN, WAN, Wi-Fi, VPN); assist with device configuration and conduct failover and connectivity testing.
• Security Operations (Basic) – Monitor antivirus/EDR systems, firewall, and IDS/IPS alerts; assist with access control reviews and system patch management.
• Document Control – Manage, maintain, and update technical & non technical documents, SOPs, and reports; ensure all documentation is version-controlled and stored according to organizational standards.
• Monitoring & Reporting – Utilize monitoring tools to track performance and service uptime; prepare regular reports on SLA compliance, incident trends, and capacity utilization.

Academic qualification, skills and working experience for the position.

• Diploma or Bachelor’s Degree in Information Technology, Computer Science, Networking, Engineering, Business Administration, or any related discipline from a recognized institution.
• Basic IT support and troubleshooting knowledge.
• Familiarity with IT Service Management processes.