Network Support Analyst-4

TNS Inc.; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

TNS Inc. in Kuala Lumpur is seeking an IP NOC Technician to join their Network Operations Department. The candidate will be responsible for answering customer calls, resolving network incidents, and ensuring the smooth operation of TNS's global IP network.

The ideal candidate will have 3-5 years' experience in operations support, strong troubleshooting skills with Cisco equipment, and a CCNA Certification. Flexibility for rotating shifts is required.

Qualifications

• 3-5 years’ experience in operations support environment.
• Flexibility to work rotating shifts including weekends and holidays.
• Ability to manage pressure in a 24x7 customer support environment.

Responsibilities

• Answer incoming phone calls from customers and resolve network incidents.
• Work closely with the Technical Support Team for issue resolution.
• Monitor TNS network and customers to identify potential incidents.

Skills

Troubleshooting circuits

Cisco routers and switches configuration

Customer service

Network Address Translation

Routing protocol troubleshooting (BGP, IS-IS, OSPF, EIGRP)

Education

CCNA Certification

B.S. in Information Technology or Computer Science

Job description

Overview

TNS has an exciting role for an 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 familiarity 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 attend training sessions
• Understand and manage the pressure of a 24x7 customer support environment

Desired Qualifications

Optional Desired Qualifications:

• Experience with Multicast and MPLS networks

Education & Certifications

CCNA Certification

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

EEO Statement

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.