Network Support Engineer

Coevolve; Cyberjaya; Hybrid; MYR 30,000 - 42,000; Full time

Job summary

Coevolve is seeking a Network Support Engineer to join their 24/7 operations support team in Malaysia. The role focuses on providing excellent incident management and customer service in a dynamic environment, engaging in the deployment and management of SD-WAN services. Candidates should have a solid background in telecommunications or cloud service with strong communication skills. This position promises a collaborative work culture and opportunities for professional growth.

Benefits

Support for professional development

Collaborative and agile work environment

Flexible work culture

Competitive compensation package

Qualifications

• 1-2 years of experience in telecommunications or cloud services.
• Ability to communicate technical information to non-technical users.
• Strong written and oral communication skills.

Responsibilities

• Perform initial ticket analysis to troubleshoot and resolve network issues.
• Provide technical support for clients addressing connectivity issues.
• Collaborate with vendors to expedite service disruptions resolution.

Skills

Communication

Troubleshooting

Teamwork

Time Management

Education

Bachelor’s degree in computer science

Certifications such as CCNA, CompTIA Network +

Job description

Company Overview

Coevolve is a leading global provider of managed telco-independent Software Defined WAN (SD-WAN), Secure Access Service Edge (SASE), and cloud and multi-cloud networking solutions to enterprises. Providing services in more than 80 countries, enterprises entrust Coevolve to provide secure and reliable connectivity to wherever they operate, deliver digital transformations quicker, and improve key business applications at dramatically reduced costs.

Today, we are pushing the boundaries of traditional network management through AI and machine learning to deliver more value, actionable insights, and capabilities to enterprise network management with Coevolve Smart Services. With our Smart Services portfolio, we can proudly say that Coevolve represents the next generation of co-managed digital infrastructure specialists, ensuring we continue to be market-leading and at the forefront of Networking solutions across the globe.

Our people at Coevolve are smart, tenacious, passionate, and dedicated experts in the field. We achieve great things together for our clients. We solve core problems in the traditional carrier and systems integrator business models. Our company culture fosters lifelong learning, collaboration and inclusion. Our team is truly global with people in 5+ locations around the world. We love innovative ideas and the ability to get things done. We believe teamwork makes for the most rewarding work and creating an environment that values all roles and good ideas.

The Role

The Network Support Engineer will work in the 24/7 operations support team based in Malaysia - known as the Coevolve Response Centre (CRC) - and join our mission to provide world-leading managed SD-WAN and SASE services. We need a strong network professional looking for a change of pace and opportunity in an up-and-coming global player specialising in Managed SD-WAN.

This role is also at the forefront of Customer Service, ensuring excellent standards for Incident Management, Change Management, and Problem Management. Trained to ITIL standards, the incumbent is expected to be proactive in the delivery of support to the client and help provide a superior service vs traditional telcos and IT integrators. This role works across the deployment and management phases of our SD-WAN service offering (which in full span: Assess > Deploy > Manage > Optimize), with most of the focus being in the Manage phase which is the “business as usual” or Run stage of the lifecycle.

In addition, the Network Support Engineer will collaborate with the Coevolve Sales Team (Network Engineers and Technical Consultants) to proactively develop and implement technical solutions and best practices supporting and enabling strong business relationships with their key technical contacts across our sales geographies.

The role reports to the Network Operations Centre Manager and the work pattern will be 24/7 support in shift-work.

Responsibilities:

• Perform initial ticket analysis to troubleshoot and resolve common network-related issues effectively.
• Provide frontline technical support to clients, addressing edge connectivity issues, link disruptions, ISP faults, and general network inquiries.
• Address active tickets within designated staffing levels or as directed by the CRC Manager.
• Collaborate with third-party vendors, including underlay providers and ISPs, to expedite resolution of service disruptions.
• Escalate complex or unresolved technical issues to Senior Network Support Engineers as appropriate.
• Assist in the deployment, configuration, and maintenance of network devices and systems across client environments.
• Execute low-impact change activities such as site activations, link provisioning, firmware upgrades, and business policy updates.
• Maintain accurate documentation of troubleshooting steps, ticket resolutions, and known issues for internal knowledge sharing.
• Contribute to the development of client-facing monthly reports, ensuring accuracy and timeliness of technical data.
• Collaborate with internal teams to support continuous improvement of service delivery and operational efficiency.
• Stay informed of standard networking technologies and protocols to ensure baseline competency in support delivery.

Skills and Experience:

1. 1-2 years of industry experience in a related field (telecommunications, cloud service provider, etc.)
2. Strong written and oral communication skills and able to interact at technical and conceptual level effectively internally, as well as externally with suppliers and clients,
3. Ability to work to under pressure and within tight deadlines to produce high quality work.
4. Proficiency in troubleshooting basic network issues and providing technical assistance.
5. Ability to communicate technical information effectively to non-technical users.

Qualifications

• Bachelor’s degree in computer science, information technology, or a related field.
• Certifications such as CCNA, CompTIA Network + equivalent are highly desirable.

What's on offer

• A chance to work with cutting-edge technology
• We will support your professional development
• Collaborative and agile work environment
• Flexible work culture: hybrid work arrangement with regular in-person strategy sessions
• Competitive compensation package and benefits
• A friendly, team-focused, and motivated working environment.