Network Operations Support Analyst - 1st Line

Accenture; Kuala Lumpur; On-site; MYR 48,000 - 64,000; Full time

Job summary

Accenture in Kuala Lumpur seeks a technical support professional to be the first point of contact for customers reporting network and connectivity issues, resolving faults, meeting SLAs, and improving the customer experience.

You will handle incident management under guidance, perform basic troubleshooting on WAN/LAN, IPVPN, VoIP, and coordinate updates for aging tickets, with English (Cantonese) language skills and ITIL familiarity.

Qualifications

• 2–4 years in Technical Support, NOC, Telecom Support, or Service Desk roles.
• Experience in handling network incidents and troubleshooting connectivity issues.
• Familiar with ITIL or structured incident management processes.
• Fluent in English with Cantonese as an added language is a plus.

Responsibilities

• Handle customer emails and calls for fault reporting and inquiries.
• Contribute to KPIs for network, infrastructure, and services.
• Deliver technical support under guidance for complex products and services.
• Follow product and network procedures and standards.
• Provide outcomes by applying a course of action from a range of solutions.
• 1st call assistance in investigating and rectifying complex incidents.
• 1st call basic troubleshooting on WAN/LAN, IPVPN, VoIP.
• Create and manage SNI tickets within committed Response times and SLA.
• Provide timely updates to customers on all RFO cases within the SLA.
• Update on ageing tickets and difficulties handling complex tickets.

Skills

Problem solving

Customer focus

Communication

Multitasking

Team player

Shift work

Education

CCNA/CCNP

ITIL Foundation

Juniper / CISSP (advantage)

Job description

Accenture in Kuala Lumpur seeks a technical support professional to be the first point of contact for customers reporting network and connectivity issues, resolving faults, meeting SLAs, and improving the customer experience.

You will handle incident management under guidance, perform basic troubleshooting on WAN/LAN, IPVPN, VoIP, and coordinate updates for aging tickets, with English (Cantonese) language skills and ITIL familiarity.