Network Operations Support Specialist — 1st Line

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

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.