Network Support Analyst-3

C_087 Transaction Network Services Communications India Private Limited; Kuala Lumpur; On-site; MYR 45,000 - 78,000; Full time

Job summary

TNS in Malaysia seeks an IP NOC Technician to join our 24/365 Network Operations team. You will monitor, document, isolate and resolve network and customer incidents, ensuring clear updates and timely communication throughout the lifecycle.

You will collaborate with the Technical Support Team, monitor the global IP network, and follow established incident-management processes. Strong troubleshooting, Cisco IOS, MPLS knowledge, and 24x7 shift flexibility are essential.

Qualifications

• 3-5 years' experience in operations support environment.
• 3-5 years' experience with troubleshooting circuits.
• Direct experience configuring and troubleshooting Cisco routers and switches.
• Cisco IOS experience and familiarity with TAC case management and escalation process.
• MPLS experience.
• Routing protocols: BGP, IS-IS, OSPF, EIGRP.
• NAT experience.
• Strong written and verbal skills.
• Direct customer service experience.
• Willingness to work rotating shifts in a 24x7 environment.
• Willingness to overtime and training sessions.

Responsibilities

• Answer incoming calls, document, isolate and resolve network and customer incidents.
• Maintain accurate ticket updates and timely communication throughout ticket lifecycle.
• Collaborate with Technical Support and desk management to resolve issues.
• Monitor network and customer services to proactively identify potential incidents.
• Manage incidents through the incident management process and escalations.

Skills

IP networking

Troubleshooting

Cisco IOS

Network monitoring

Customer service

Documentation

Shifts 24x7

BGP/IS-IS/OSPF/EIGRP

MPLS

Education

CCNA Certification

B.S. in Information Technology or Computer Science

Tools

Cisco routers & switches

Job description

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!

Overview

TNS has an exciting role for a IP NOC Technician within our Network Operations Department! In this challenging role you will work as part of a 24/365 team supporting TNS customers and services, and our global IP network.

Responsibilities

Primary Duties and Responsibilities:

• The IP NOC Technician will answer incoming phone calls from customers and document, isolate and resolve network and customer specific incidents. This person is responsible for accurate ticket updates and timely communication during the lifecycle of the ticket both internally and externally.
• The IP NOC Technician will work closely with the Technical Support Team and desk management to resolve issues.
• The IP NOC Technician will ensure that the TNS network and customers are monitored to proactively identify and prevent potential incident impacts.
• The IP NOC Technician will ensure that incidents are managed effectively through the execution of the established incident management process, a focus on ticket management quality, and effective escalation and communications.

Qualifications

Qualifications:

• 3-5 years' experience in operations support environment
• 3-5 years' experience with troubleshooting circuits
• Direct experience configuring and troubleshooting Cisco routers and switches
• Cisco IOS experience and FRmiliarity with TAC case management and escalation process
• MPLS experience
• Routing protocol troubleshooting experience (BGP, IS-IS, OSPF, EIGRP)
• Network Address Translation experience
• Solid written and verbal skills
• Direct customer service experience required
• Flexibility to work rotating shifts in a 24x7 environment, including weekends and holidays
• Availability to work overtime shifts to maintain divisional coverage and to attending training sessions
• Understand and manage the pressure of a 24x7 customer support environment

Optional Desired Qualifications:

• Experience with Multicast and MPLS networks

Education and Certifications:

• CCNA Certification
• B.S. (or equivalent) in Information Technology, Computer Science, or other technical disciplines.

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.