Network Support Analyst-4

TNS; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A telecommunications provider in Kuala Lumpur is seeking an IP NOC Technician to support their global IP network. This role involves answering customer calls, documenting incidents, and collaborating with the Technical Support Team. The ideal candidate has 3-5 years of operations support experience, expertise in Cisco routers and switches, and strong customer service skills. Flexibility for rotating shifts in a 24/7 environment is required, along with a B.S. in Information Technology and CCNA certification.

Qualifications

• 3-5 years' experience in operations support environment.
• Direct experience with troubleshooting circuits.
• Experience configuring and troubleshooting Cisco routers and switches.

Responsibilities

• Answer incoming customer calls and resolve network-specific incidents.
• Work closely with the Technical Support Team to resolve issues.
• Monitor network and identify potential incident impacts.

Skills

Troubleshooting circuits

Customer service

Flexibility for rotating shifts

Pressure management

Written and verbal communication

Education

B.S. in Information Technology or related field

CCNA Certification

Tools

Cisco routers and switches

Cisco IOS

Job description

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

• 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

• 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.

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.