Network Support Analyst-5

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

Job summary

TNS in Kuala Lumpur, Malaysia, seeks an IP NOC Technician to join our 24/7 network operations team, supporting customers and a global IP network. You will handle incidents, document and communicate their lifecycle, and coordinate with the support desk to resolve issues.

The role emphasizes monitoring, proactive problem prevention, and adherence to incident management processes, with rotating shifts and overtime as needed.

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 to attending training sessions.
• Understand and manage the pressure of a 24x7 customer support environment.
• Experience with Multicast and MPLS networks (optional).

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.

Skills

Operations support

Troubleshooting

MPLS

Customer service

Routing protocols

Education

CCNA Certification

B.S. in Information Technology / Computer Science

Tools

Cisco IOS

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!

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.