Network Technical Specialist (On-shift)

Pismo Research (Malaysia) Sdn Bhd; Kuala Lumpur; On-site; MYR 30,000 - 40,000; Full time

Job summary

A technology company in Kuala Lumpur is looking for a Technical Support Specialist to provide remote assistance for customer networks using Peplink technologies. The ideal candidate will support troubleshooting tasks, contribute to knowledge base documentation, and possess a foundational understanding of networking principles. This position requires excellent communication skills and a willingness to learn about SD-WAN technology and Peplink products in a dynamic 24/7 support environment.

Qualifications

• 0–2 years of experience in network support, IT helpdesk, or a related technical role.
• Solid understanding of TCP/IP, OSI model, subnetting, static routing, and basic firewall concepts.
• Entry-level networking certification preferred (e.g., CompTIA Network+, CCNA).

Responsibilities

• Provide Level 1 and Level 2 remote technical support for customer networks using Peplink products.
• Assist with troubleshooting issues related to SpeedFusion VPN tunnels and Load Balancing configurations.
• Develop deep working knowledge of Peplink technologies such as SpeedFusion Connect and InControl 2.

Skills

Eagerness to learn and specialize in SD‑WAN technology

Strong problem‑solving and analytical abilities

Excellent written and verbal communication skills

Ability to work independently and as part of a team

Education

Associate’s degree in Information Technology or Computer Science

Job description

Peplink helps businesses around the world to make connectivity reliable and simple by developing wired and wireless routers, software and technologies.

About This Job

The role focuses on providing technical assistance and support for networks leveraging Peplink and Pepwave technologies. It is essential to help customers maintain network stability and guide them on configurations, troubleshooting, and understanding Peplink’s SD‑WAN solutions, bonding technologies, and services. The successful candidate will have a foundational understanding of networking principles and a strong eagerness to learn and specialize in the Peplink ecosystem. This position is part of a 24/7 technical support team that operates year‑round, including public holidays.

Key Responsibilities

• (A) Technical Support & Troubleshooting:
  • 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, identify recurring issues, and appropriately escalated to senior staff.
  • Advise customers on basic configuration of Peplink devices, including initial setup, WAN/LAN settings, firewall rules, and firmware updates.
  • Manage and resolve support tickets within established SLAs, ensuring timely and professional communication.
• (B) Product & Technology Focus:
  • Develop deep working knowledge of key Peplink technologies, such as SpeedFusion Connect, SpeedFusion VPN modes, InControl 2, PrimeCare, and Load Balancing algorithms.
  • Understand and differentiate between various Peplink product lines (e.g., Balance for fixed office, MAX for mobile/vehicular/cellular applications).
  • Stay current with new Peplink product releases, features, and software updates.
• (C) Documentation & Operations:
  • Document all support activities, troubleshooting steps, and resolutions in the ticketing system for knowledge base creation.
  • Create and maintain internal documentation, guides, and procedures for common Peplink configurations and troubleshooting steps.
  • Participate in live troubleshooting or scheduled maintenance windows as 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.

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