Level 1 - Incident Management Specialist

UNAVAILABLE; Kuala Lumpur; Hybrid; MYR 40,000 - 70,000; Full time

Job summary

A leading network and digital integrator in Kuala Lumpur seeks a Technical Support Specialist. The role includes providing professional technical contact for customers and diagnosing faults with network utilities. Candidates should have a degree in IT, at least 2 years in network management, and experience with international customers. Ideal candidates will hold relevant certifications like CCNA/CCNP. The company offers global opportunities and a flexible work environment.

Benefits

Flexible working hours

Health and well-being programs

Training and professional development

Employee referral programs

Qualifications

• Minimum 2 years of experience in Network Management.
• 1 year experience liaising with international customers.
• Preferably certified with CCNA/CCNP or other relevant certifications.

Responsibilities

• Provide professional technical support for customers and vendors.
• Diagnose faults using troubleshooting software.
• Monitor incidents and escalate as per procedures.
• Document all troubleshooting actions accurately.

Skills

Technical troubleshooting

Problem-solving

Team collaboration

Communication

Education

Degree or Diploma in IT Field

Tools

CISCO routers and switches

IPVPN and LAN technologies

Job description

Orange Business is here!

About us

Join us at Orange Business!We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.

Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About the role

Job Responsibility

• To provide a professional first technical point of contact for the customer and third party vendors.
• Diagnose fault - related incidents by effectively utilizing troubleshooting software and other network / product utility programs.
• Provide updates as needed to the customer in order to meet performance objectives and contractual objectives.
• To ensure incidents are allocated to the most appropriate 'next step' as part of the incident flow process.
• To monitor incidents and perform both technical escalations and managerial escalations in line with company procedures.
• To monitor systems, customer networks and products and deal with alerts and events as appropriate.
• To liaise and refer issues to correct / relevant entities e.g other service desks, PTT, Carriers, Operations & Engineering teams and other vendors as appropriate.
• Document all troubleshooting and incident management actions via the electronic incident management system to the highest possible standard.
• To undertake any other reasonable task as assigned.

About you

Skills

• Able to commit for work 24 X 7 shift rotations.
• Ability to work in international environment but with capability to work independently when needed.
• Ability to engage and partner with customer and internal staff as required.
• Ability to identify problems and analytically solve them to resolution as required and without stress.
• Ability to work in (virtual) team environment with internal and external organization and with customer.

Education and experience requirements :

• Minimum qualification of Degree or Diploma or equivalent in IT Filed
• Minimum 2 years of experience in Network Management
• Has a minimum 1 year of experience liaising with international customer.
• preferably certified with CCNA/CCNP or other relevant network certifications.
• Experience working with TELCO provider and product vendors.
• Relevant working experience and possess sound technical knowledge.
• Strong technical troubleshooting and knowledge of any of the below technologies needs to be demonstrated

(i) IP knowledge - IPVPN, IP Telephony, Internet, LAN etc.

(ii) WAN knowledge - MPLS, SD-WAN, etc.

(iii) CISCO routers, switches and standard products knowledge preferred.

What we offer

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional Development: training programs and upskilling/re-skilling opportunities.
• Career Growth: Internal growth and mobility opportunities within Orange.
• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• Reward Programs:Employee Referral Program, Change Maker Awards.

Only your skills matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.