Network Support Analyst-5

C_087 Transaction Network Services Communications India Private Limited; Kuala Lumpur; In loco; MYR 48.000 - 72.000; Tempo pieno

Descrizione del lavoro

Transaction Network Services (TNS) invites an IP NOC Technician to join our 24/365 Network Operations team in Kuala Lumpur. You will answer customer calls, document and resolve incidents, keep ticket updates accurate, and communicate progress to clients and internal teams.

Key requirements include hands-on experience with Cisco routers/switches, Cisco IOS, MPLS, and routing protocols (BGP/IS-IS/OSPF/EIGRP), plus strong written and verbal skills and a customer-service mindset.

Competenze

• 3-5 years in operations support environment.
• 3-5 years troubleshooting circuits.
• Direct experience configuring and troubleshooting Cisco routers and switches.
• Familiarity with TAC case management and escalation process.
• MPLS experience.
• Routing protocol troubleshooting: BGP, IS-IS, OSPF, EIGRP.
• NAT experience.
• Strong written and verbal skills.
• Direct customer service experience required.
• Flexibility to work rotating shifts in a 24x7 environment.
• Overtime availability to maintain coverage.
• Ability to handle pressure of a 24x7 environment.
• Experience with Multicast and MPLS networks.

Mansioni

• The IP NOC Technician will answer incoming phone calls from customers and document, isolate and resolve network and customer specific incidents.
• 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.

Conoscenze

Operations support

Troubleshooting

Cisco IOS

Cisco routing

Ticket management

Customer service

24x7 support

Communication skills

Formazione

B.S. in Information Technology/CS

CCNA Certification

Strumenti

Cisco IOS

Descrizione del lavoro

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.