Network Technical Specialist (On-shift)

Pismo Research (Malaysia) Sdn Bhd; Kuala Lumpur; On-site; MYR 45,000 - 78,000; Full time

Job summary

Pismo Research (Malaysia) Sdn. Bhd. provides a technical support center and sales administration unit for Peplink technologies in Kuala Lumpur.

The role focuses on assisting customers with network configurations, troubleshooting, and SD-WAN guidance, and participates in a 24/7 support environment. Ideal candidates have foundational networking knowledge, strong communication skills, and a willingness to learn and specialize in Peplink ecosystem, including SpeedFusion and IC2 cloud management.

Qualifications

• Associate's degree in Information Technology or Computer Science or related field.
• 0–2 years of experience in network support, IT helpdesk, or related technical role.
• Solid understanding of TCP/IP, OSI model, subnetting, static routing, and basic firewall concepts.
• Excellent written and verbal communication with professional demeanor.

Responsibilities

• Provide Level 1 and Level 2 remote technical support for customer networks using Peplink products and services.
• Assist with troubleshooting and diagnosing issues related to SpeedFusion VPN tunnels, Link Bonding, Hot Failover, and Load Balancing configurations.
• Process support tickets and escalate recurring issues to senior staff.
• Advise customers on basic Peplink device configurations including initial setup, WAN/LAN settings, firewall rules, and firmware updates.
• Manage and resolve tickets within SLAs with timely, professional communication.

Skills

Networking fundamentals

Troubleshooting

Customer communication

Education

Associate's degree in IT/CS

Job description

Peplink helps businesses around the world to make connectivity reliable and simple by developing wired and wireless routers, software and technologies. Peplink is under Plover Bay Technologies Limited, a listed company on the main board of the Hong Kong Stock Exchange (1523.HK).

About This Job

The role focused on providing technical assistance and support for networks leveraging Peplink and Pepwave technologies. This role is crucial to help the customer for maintaining network stability and assisting customers with guidance on configurations, troubleshooting, and understanding Peplink's SD-WAN solutions, bonding technologies, and services. The ideal candidate will have a foundational understanding of networking principles and a strong eagerness to learn and specialize in the Peplink ecosystem. You will form part of a team that provides 24/7 technical support services all year round including public holidays at the relevant time slots.

Key Responsibilities

(A) Technical Support & Troubleshooting

• 1. Provide Level 1 and Level 2 remote technical support for customer networks using Peplink products and services.
• 2. Assist with troubleshooting and diagnosing issues related to SpeedFusion VPN tunnels, Link Bonding, Hot Failover, and Load Balancing configurations, etc.
• 3. Process the support tickets, identifying and escalating recurring issues to senior staff.
• 4. Advise customers with basic configuration of Peplink devices, including initial setup, WAN/LAN settings, firewall rules, and firmware updates.
• 5. Manage and resolve support tickets within established Service Level Agreements (SLAs), ensuring timely and professional communication.

(B) Product & Technology Focus

• 1. SpeedFusion Connect and various SpeedFusion VPN modes (e.g., Hot Failover, Bonding, WAN Smoothing).
• InControl 2 (IC2) cloud management platform for device monitoring, configuration, and remote troubleshooting.
• PrimeCare features and services.
• Load Balancing algorithms and concepts.
• 2. Understand and differentiate between various Peplink product lines (e.g., Balance for fixed office, MAX for mobile/vehicular/cellular applications).
• 3. Stay current with new Peplink product releases, features, and software updates.

(C) Documentation & Operations

• 1. When needed, document all support activities, troubleshooting steps, and resolutions in the ticketing system for knowledge base creation.
• 2. Create and maintain internal documentation, guides, and procedures for common Peplink configurations and troubleshooting steps.
• 3. Participate in live troubleshooting or scheduled maintenance windows as the situation is required.

What We Need

Education: Associate's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

Experience: 0-2 years of experience in network support, IT helpdesk, or a related technical role.

Networking Fundamentals: Solid understanding of TCP/IP, OSI model, subnetting, static routing, and basic firewall concepts.

Communication: Excellent written and verbal communication skills with a professional and patient demeanor.

Certification (Preferred but not required): Entry-level networking certification (e.g., CompTIA Network+, CCNA) or, ideally, Peplink Certified Sales Specialist (PCSS) or Peplink Certified Technical Specialist (PCTS).

Key Skills

Eagerness to learn and specialize in SD-WAN technology, specifically Peplink/Pepwave.

Strong problem-solving and analytical abilities.

Ability to work independently and as part of a team in a fast-paced environment.

Pismo Research (Malaysia) Sdn. Bhd. is a fellow subsidiary of Peplink International Limited, a market leader in developing Internet load balancing and VPN bonding solutions. Peplink Balance dual-WAN and multi-WAN routers have been deployed around the world, helping thousands of customers (offices, hotels, educational institutions, financial firms, medical firms and virtually any businesses) to increase bandwidth, increase Internet reliability, and reduce cost.

Peplink operates globally with offices in North America, Europe and Asia. Having customers in 70+ countries, our solutions are sold and supported by distributors, system integrators, and strategic partners worldwide.

Pismo Research (Malaysia) Sdn. Bhd. is our technical support center and sales administration unit in Mid Valley City, Kuala Lumpur and we are inviting Malaysia professionals to join our team.

For more information, please visit Peplink at http://www.peplink.com

Pismo Research (Malaysia) Sdn. Bhd. is a fellow subsidiary of Peplink International Limited, a market leader in developing Internet load balancing and VPN bonding solutions. Peplink Balance dual-WAN and multi-WAN routers have been deployed around the world, helping thousands of customers (offices, hotels, educational institutions, financial firms, medical firms and virtually any businesses) to increase bandwidth, increase Internet reliability, and reduce cost.

Peplink operates globally with offices in North America, Europe and Asia. Having customers in 70+ countries, our solutions are sold and supported by distributors, system integrators, and strategic partners worldwide.

Pismo Research (Malaysia) Sdn. Bhd. is our technical support center and sales administration unit in Mid Valley City, Kuala Lumpur and we are inviting Malaysia professionals to join our team.

For more information, please visit Peplink at http://www.peplink.com

Pismo Research (Malaysia) Sdn. Bhd. is a fellow subsidiary of Peplink International Limited, a market leader in developing Internet load balancing and VPN bonding solutions. Peplink Balance dual-WAN and multi-WAN routers have been deployed around the world, helping thousands of customers (offices, hotels, educational institutions, financial firms, medical firms and virtually any businesses) to increase bandwidth, increase Internet reliability, and reduce cost.

Peplink operates globally with offices in North America, Europe and Asia. Having customers in 70+ countries, our solutions are sold and supported by distributors, system integrators, and strategic partners worldwide.

Pismo Research (Malaysia) Sdn. Bhd. is our technical support center and sales administration unit in Mid Valley City, Kuala Lumpur and we are inviting Malaysia professionals to join our team.

For more information, please visit Peplink at http://www.peplink.com