Network Support Analyst-4

TNS; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

TNS is seeking an IP NOC Technician to join its Network Operations Department. You will support customers and services 24/7, responding to incidents, documenting tickets, and coordinating with the Technical Support Team.

Ideal candidates have 3–5 years in operations support, solid Cisco routing/switching experience, MPLS, and a strong customer service focus. Willingness to work rotating shifts and overtime is required.

Qualifications

• 3–5 years experience in operations support.
• 3–5 years’ experience 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 with BGP, IS-IS, OSPF, EIGRP.
• NAT experience.
• Strong written and verbal communication skills.
• Direct customer service experience required.
• Flexibility to work rotating shifts in a 24x7 environment, including weekends and holidays.
• Overtime shifts to maintain divisional coverage and attend training.

Responsibilities

• Answer incoming calls from customers and document, isolate and resolve incidents; maintain accurate ticket updates.
• Collaborate with Technical Support Team to resolve issues.
• Monitor the network and customers to proactively identify potential incident impacts.
• Ensure incidents are managed through the established incident management process with escalation and clear communications.

Skills

Operations support

Troubleshooting circuits

Cisco routers

Cisco switches

Cisco IOS

TAC case management

MPLS

Routing protocols

NAT

Written/verbal communication

Customer service

24x7 support

Education

CCNA Certification

B.S. in IT/CS

Tools

Cisco IOS

TAC case management

Job description

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

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.