Network Support Analyst-5

TNS Inc.; Kuala Lumpur; Hybrid; MYR 45,000 - 75,000; Full time

Job summary

TNS Inc. in Kuala Lumpur is seeking an IP NOC Technician to join a 24/7 Network Operations team, monitoring and resolving incidents across a global IP backbone and coordinating with customers to restore services quickly.

The role requires Cisco router/switch troubleshooting, MPLS knowledge, and strong customer communication. You will manage ticket lifecycles, escalation, and proactive monitoring in a fast-paced, high-availability environment.

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

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

Customer service

Written and verbal communication

Shift work

Education

CCNA Certification

B.S. in Information Technology or CS

Tools

Cisco routers and switches

Cisco IOS

MPLS networks

Routing protocols (BGP/IS-IS/OSPF/EIGRP)

Job description

Overview

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

• 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.

With employees based in 21 countries around the world, TNS is a leading global provider of data communication and interoperability services to diverse industries, such as retail, banking, payment processing, telecommunications and the financial markets. TNS’ services extend to over 60 countries and we deliver mission critical solutions to many Fortune 500 companies. TNS employees play a vital role in the delivery of our services and we recognize them as our most valuable asset.

We are proud to offer competitive salaries and benefit packages, and due to the global nature of our business we can offer opportunities to relocate to different locations, if your personal circumstances change.