Network Operations Support Senior Analyst - Cantonese speaking

Accenture Southeast Asia; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Accenture Southeast Asia in Kuala Lumpur seeks a technical support professional to be the first point of contact for customers reporting network and connectivity issues.

You will handle emails and calls, perform basic troubleshooting, and manage incidents within SLA, while collaborating with senior staff to resolve complex faults. The role requires ITIL familiarity, strong communication, and ability to work in shifts. Fluency in English and Cantonese is beneficial.

Qualifications

• 2–4 years in Technical Support or Service Desk roles.
• Experience handling network incidents and troubleshooting connectivity.
• Familiar with ITIL processes and structured incident handling.

Responsibilities

• Handle customer emails and phone calls for fault reporting and inquiries.
• Create and manage SNI/incidents within SLA.
• Provide timely updates to customers on RFO cases within SLA.
• Assist in basic troubleshooting on ADSL, Ethernet, IPVPN, VoIP.
• Follow defined product/network procedures and standards.
• Collaborate with senior staff to resolve complex faults.
• Manage tickets and communicate progress to stakeholders.

Skills

Network troubleshooting

Incident management

ITIL familiarity

Customer communication

Problem solving

Shift work

Tools

Cisco devices

Juniper devices

Job description

Role Purpose

In this role, you will be the first point of contact for customers reporting network and connectivity issues across a range of products and services. The role focuses on resolving customer-reported faults, ensuring SLA adherence, and improving overall customer service experience.

Key Responsibilities

• Day to day handling of customer emails and phone calls for fault reporting and inquiries
• Contribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products and services supplied.
• Under the general guidance and direction of more senior technical staff, deliver technical support in relation to a range of complex products and services, network and infrastructure elements
• Work within a defined set of relevant product/network procedures, standards and practices
• Deliver outcomes by implementing a course of action identified from a general range of solutions
• 1st call Assist in providing technical support in the investigation and rectification of complex incidents
• 1st call Assist in basic troubleshooting on technologies such as ADSL, Ethernet, IPVPN, VoIP
• Manage the in-coming calls and create SNI tickets within committed Response times and SLA.
• Timely provide updates to customers on all RFO cases within the committed SLA, low priority case is not being escalated
• Daily updates reasons for ageing tickets and difficulties handling complex tickets

Technical Knowledge

You should have hands-on exposure or working knowledge in:

• WAN, LAN, and network fundamentals (OSI layers, TCP/IP)
• Protocols: HTTP, HTTPS, FTP, SSH, Telnet
• Technologies: Ethernet, MPLS, ADSL, SDH, IPVPN, VoIP
• Basic understanding of routing protocols such as BGP and OSPF
• Incident management in a NOC or technical support environment
• Exposure to Cisco or Juniper devices is an advantage
• Understanding of Cloud, Security, or Contact Centre technologies is a plus

Experience

• 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

Certifications (Good to Have)

• CCNA / CCNP
• ITIL Foundation
• Juniper, CISSP (advantage)

Language Requirement

• Fluent in English plus one of the following: Cantonese speaking

What Makes You Successful In This Role

• Strong problem-solving skills and ability to work under pressure
• Customer-focused mindset with a sense of urgency
• Ability to multitask and manage multiple incidents at once
• Good communication skills to explain technical issues clearly to customers
• Independent, proactive, and a strong team player
• Comfortable working in shift environments