Network support (Korean/Japanese speaker)

Abhidi Solution; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading IT solutions provider in Kuala Lumpur is seeking a Technical Support Engineer to provide assistance for Cisco technologies. The ideal candidate will have 3-7 years of experience in a troubleshooting environment, knowledge of Cisco products, and excellent communication skills in English. You will deliver high-quality support while ensuring customer satisfaction. The role offers leadership opportunities, competitive salary, and benefits.

Benefits

Attractive salary & benefits

Leadership Role

Qualifications

• 3-7 years of relevant work experience in a troubleshooting/customer-facing environment.
• Effective communication skills in English; other languages are a plus.

Responsibilities

• Provide phone/email consultation for product problems reported by customers.
• Provide technical support for Cisco technologies and products.
• Ensure high customer satisfaction while resolving technical problems.
• Develop content to simplify the support experience for customers.

Skills

Hands-on experience with Cisco products and technologies

Strong troubleshooting skills on TCP/IP, HTTPS, DNS

Experience with Load Balancers/Application Delivery Controllers

Knowledge of industry-standard routing protocols

Education

Bachelor's or Master's degree in engineering or related field

Tools

Wireshark

Putty

Job description

The Role:

• Provide phone/email consultation to independently debug product problems reported by Cisco customers worldwide.
• Provide technical support for Cisco technologies, products, and/or solutions, resolving moderate to complex technical problems.
• Utilize sophisticated lab setups to duplicate and solve problems, ensuring high customer satisfaction.
• Keep up-to-date with the latest technology trends/products to provide high-quality support.
• Act as a focal point for large account network problem resolution and provide technical leadership.
• Manage the current and future requirements for Cisco TAC labs to debug complex problems.
• Develop content, including technical documents and white papers, to simplify the support experience for customers.
• Drive improvements in product serviceability, new product/feature incubation, and field quality.
• Conduct training programs and mentoring for technical consulting engineers.
• Work closely with colleagues to achieve common goals and share knowledge.

Ideal Profile:

Technical Skills Requirements:

• Hands-on experience with Cisco products and technologies, including Telepresence, CUCM, MS, VCS, IOS-XR Router, IOS-XE architecture, Cable, SP Mobility, and optical. Knowledge of industry-standard routing protocols (BGP, OSPF, IS-IS), MPLS, MPLS L2 VPN, MPLS L3 VPN, QoS, multicast, NAT, ALG, HA, IDS/IPS.
• Experience with LAN switching, wireless, architecture, NMS, DNA Center, routing protocols (OSPF, RIP, BGP, Static), and security protocols (ACL, NAT, VPN IPsec Tunnel, SSL VPN Tunnel).
• Strong troubleshooting skills on TCP/IP, HTTPS, DNS, SSL & TLS, and experience with tools like Wireshark, Putty, TCPDUMP. Experience with Data Center technologies, including Nexus switches, UCS-B systems, and storage networking.
• Knowledge of server OS (Windows, VMware, Linux), server virtualization, and Ethernet/SAN environments.
• Hands-on experience with Load Balancers/Application Delivery Controllers (Big IP F5, Citrix, NetScaler, Riverbed, Barracuda).
• Experience in working on Cisco security products, such as ASA, FTD, Email and Web Security, VPN, Firewall, AMP, AAA, Cisco Secure Firewall Firepower 7.0.

Qualifications:

• 3-7 years of relevant work experience in a troubleshooting/customer-facing environment.
• Bachelor's or Master's degree in engineering, electronics, telecommunications, electrical, computer science, or a related field.

Certifications:

• CCNA (required), CCNP, CCIE (preferred).
• Proven troubleshooting experience in complex environments.
• Effective communication skills in English; other languages are a plus.
• Ability to work collaboratively in a multicultural team environment.
• Passion and demonstrated ability to learn and adapt to new technologies.

What's on Offer?

• Work within a company with a solid track record of success.
• Leadership Role.
• Attractive salary & benefits.