Senior Network Engineer

Ria Financial; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A financial services firm is looking for an experienced IT support professional to serve as 2nd level support. Responsibilities include troubleshooting network and voice issues, managing service requests, and collaborating with team members to enhance customer satisfaction. The ideal candidate will have proven experience in network and voice engineering with relevant certifications. Effective communication and customer-oriented skills are essential.

Qualifications

• Proven experience as a network and voice engineer.
• Tech-savvy with working knowledge of office automation products and IT processes.
• Ability to diagnose and resolve technical issues related to networking equipment.

Responsibilities

• Provide 2nd level support to assist IT Support.
• Monitor and support WAN/LAN management.
• Manage multiple service requests effectively.

Skills

Network troubleshooting

Voice engineering

Technical documentation

Customer service

Microsoft Teams

Education

Certificate in IT Services

Diploma in IT Services

Tools

Active Directory

Office 365

Cisco devices

Job description

Serve as the 2nd level support with troubleshooting skills to assist IT Support seeking technical assistance.

Determine the best solution based on the issue and details provided by L1 and users.

Respond to and log all inquiries received from L1.

Keep well-documented and updated case notes.

Identify, analyze, troubleshoot, and resolve client service requests.

Properly elevate and communicate to a higher level of support as necessary including service that exceeds skills level, reasonable repair time, lack of parts, or any other issue that could impact customer satisfaction.

Work as a team member to collaboratively resolve client requests and technical issues with other team members, partners, and vendors.

Provide higher level support for switch configuration, Router and routes management, and Firewall.

Provide in-depth support for Voice regarding local / Toll Free numbers - subscription/management, Call flow design with diagram and configuration. IVR setup.

Monitor and provide support for WAN / LAN management for HQ, DC, and Stores that will include communication with ISPs.

Manage multiple cases at one time.

Setup and configure new network and Voice devices.

Should be able to work with Microsoft teams.

Identify and suggest possible improvements on procedures and resolution.

Job Requirements

Proven experience as a network and voice engineer.

Tech-savvy with working knowledge of office automation products, Networks, Server Systems, and IT Processes.

Good understanding of IT System.

Ability to diagnose and resolve technical issues related to switches, routers, firewalls, SIP - configuration of VLANs, trunks, port-channel, acts/ policies, and routing protocols as BGP/ EIGRP.

Should have basic knowledge of Cisco devices and Cisco Webex. Experience in integration with MS Teams is an added advantage.

Proficiency in English.

Customer-oriented and cool-tempered.

Minimum Certificate, Diploma, or Professional course in IT Services.

Technologies

• Active Directory
• Operating Systems
• Office 365 (Outlook/Word/Excel/PowerPoint/Access/Project/Visio)
• Security Application – Antivirus/Proxy
• SDWAN
• Network LAN/WAN - Routers/Switch/Modem/Firewall/AP/VPN with different brands preferably - Cisco, Fortigate, Palo Alto
• Routing protocols - BGP/ EIGRP
• DHCP configurations
• DNS configurations
• SIP technology - Voice configuration - prefer Cisco WebEx (Basic Avaya configuration knowledge is an added advantage)