Network & Telephony Operations Engineer

Accenture Southeast Asia

Kuala Lumpur

On-site

MYR 56,000 - 89,000

Full time

10 hours ago

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Job summary

Accenture Southeast Asia seeks a Network & Telephony Engineer (L1) to support and maintain enterprise network infrastructure and telephony services across regional operations. The role ensures incident resolution, operational support, troubleshooting, monitoring, and continuous improvement of LAN/WAN, wireless, voice, and collaboration platforms.

The engineer will work with infrastructure teams, service desk, vendors, and business stakeholders to maintain SLA-driven services and support

Qualifications

1-3 years of experience in Network and/or Telephony support operations.
Certifications such as CCNA, CCNP, Fortinet NSE, Microsoft Teams Voice, or ITIL Foundation are an added advantage.
Degree or Diploma in IT/CS/Telecommunications.

Responsibilities

Provide Level 1 support for enterprise network infrastructure including LAN/WAN, wireless networks, VPN connectivity, Internet and MPLS circuits, firewalls, and network security devices.
Troubleshoot network incidents, outages, and performance degradation.
Monitor network health, utilization, and capacity using monitoring tools.
Perform network configuration changes, patching, and upgrades.
Support network failover and disaster recovery activities.
Coordinate with vendors and telecom providers for issue resolution and escalations.
Ensure network documentation, diagrams, and SOPs are updated regularly.
Support enterprise telephony and voice infrastructure including IP Telephony, SIP trunk services, contact center platforms, call routing and IVR, softphones, and voice gateways.
Troubleshoot voice quality issues, call failures, latency, and telephony outages.
Support telephony user provisioning, extension management, and call flow configuration.
Maintain and support platforms such as Cisco Call Manager (CUCM), Microsoft Teams Telephony, Amazon Connect, and Avaya/Genesys PBX systems.
Coordinate with telecom carriers for voice circuit and DID-related issues.
Handle incidents, service requests, and changes within agreed SLA timelines.
Participate in major incident management and bridge calls during outages.
Perform root cause analysis and preventive action recommendations.
Ensure compliance with ITIL processes and operational governance.
Ensure network and telephony environments comply with security and compliance standards.
Support vulnerability remediation and patch management activities.
Assist with firewall rule reviews and access control validations.
Identify automation and optimization opportunities within network and telephony operations.
Support infrastructure transformation and modernization initiatives.
Contribute to operational reporting, KPI tracking, and service improvement plans.