Technical Assistance Centre (TAC) Engineer

Extreme Broadband Sdn. Bhd.; Cyberjaya; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading Internet Service Provider is seeking a dedicated network support professional in Cyberjaya, Malaysia. The ideal candidate will have a Diploma in IT/Networking, coupled with 3 to 5 years of experience in the telecommunications field. Responsibilities include providing Tier 2 network support, monitoring network performance, and leading incident resolution activities. Strong knowledge of network protocols like BGP and OSPF is essential. Excelling in a team environment with excellent communication skills is crucial. A commitment to service excellence is required, with readiness to work on-call, including weekends.

Qualifications

• 3 to 5 years experience in telecommunications, network operations or network engineering.
• In-depth knowledge of network routing and switching protocols.
• Strong team player committed to customer service excellence.

Responsibilities

• Provide Tier 2 network support and technical escalation.
• Lead post-mortems for service incidents and resolve complex network issues.
• Monitor network and Internet peering, ensuring optimal performance.

Skills

Network routing and switching protocols

BGP

OSPF

Cisco products

Strong interpersonal skills

Independent problem-solving

Education

Diploma in IT/Networking

Job description

Who we are

Extreme Broadband is an Internet Service Provider licensed by the Malaysian Communication and Multimedia Commission.

What We Do

We deliver reliable, high-performance network solutions to enterprises, financial services institutions, as well as educational institutions throughout Malaysia. Incorporated in 2005, we specialise in the provision of next-generation connectivity services catering to corporations and enterprises who are shifting towards business digitalisation.

Main Accountabilities

• Accepts technical escalation from customer service helpdesk
• Tier 2 network support
• Leads post-mortems for service incidents
• Provide technical support and services in resolving complex network issues.
• Continuously improve network knowledge and skillset to support project and network.
• Notify the management and related parties of high-profile issues.
• Network and Internet peering monitoring
• Able to recommend improvement whenever needed to meet the latest network standard.
• Able to convey technical networking information to non-technical customers.
• Proof of concept testing
• Internal systems support
• Own the operation process and flow
• Product development
• Data centre maintenance and support
• Ensure incident tickets are responded to and updated properly, and resolved in the shortest time as possible within the SLA.
• To make sure all links and network devices are at optimum performance.
• Ensure MTTR at 4 hours
• Ensure no tickets are resolved longer than 5 days

Requirements

• Possess a Diploma or equivalent in IT/ Networking or related area with 3 to 5 years experience in telecommunications, network operations or network engineering.
• In-depth knowledge of network routing and switching protocols, especially BGP and OSPF and good knowledge of Cisco products is a big plus.
• Strong interpersonal and communication skills.
• Strong team player who is committed to customer service excellence.
• Proven ability to work independently and within a team environment.
• Comfortable in a culturally diverse global working environment.
• Independent problem-solving skills with the ability to assume leadership of resolution activities.
• Able to work on standby, on-call and over weekends and public holidays if required.