Technical Lead - Japanese Speaker

eTeam; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A technology services company in Kuala Lumpur is looking for a Technical Lead to oversee a small team of Japanese Technical Support officers. This role involves delivering technical assistance for complex products and managing day-to-day operations while ensuring compliance with service level agreements. The ideal candidate should possess strong problem-solving skills, experience with network devices, and relevant certifications such as Cisco CCNA and ITIL Foundation.

Qualifications

• Excellent problem-solving skills for moderate complexity.
• Experience in maintaining stakeholder relationships.
• Hands-on experience with network devices and protocols like Ethernet and TCP/IP.

Responsibilities

• Manage a small team of Japanese Technical Support officers.
• Deliver technical support for complex products and services.
• Provide updates to customers on incident resolutions.

Skills

Problem solving

Stakeholder relationship management

Alarm monitoring

Technical troubleshooting

Education

Cisco CCNA Routing & Switching/Security

ITIL Foundation

Tools

Cisco

Juniper

Foundry

Job description

We are looking for Technical Lead to assist in the delivery of advanced technical services, solutions and support to the networks, infrastructure, applications, products and services supplied and operated by Telstra.

Key Responsibilities

• Day to day managing of a small size team of Japanese Technical Support officers
• Contribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products and services supplied and operated by Telstra
• Under the general guidance and direction of more senior technical staff, deliver technical support in relation to a range of complex products and services, network and infrastructure elements.
• Work within a defined set of relevant product / network procedures, standards and practices
• Deliver outcomes by implementing a course of action identified from a general range of solutions
• 1st call Assist in providing technical support in the investigation and rectification of complex incidents
• 1st call Assist in basic troubleshooting on technologies such as ADSL, Ethernet, IPVPN, VoIP
• Manage the in-coming calls and create SNI tickets within committed Response times and Service Level Agreement (SLA).
• Timely provide updates to customers on all RFO cases within the committed SLA, low priority case is not being escalated
• Daily updates reasons for ageing tickets and difficulties handling complex tickets

Qualifications

• Excellent problems solving of moderate complexity and good knowledge on the OSI 7 Layers.
• Maintaining stakeholder relationships and some experience in a specialist field of IP, Transmission, Cloud, Security etc.
• Experience of first line maintenance and alarm monitoring for network devices such as Cisco, Juniper and Foundry devices.
• Good Hands on Experience of technologies and protocols such as Ethernet, MPLS, ADSL, SDH, VoIP and layer 3 protocols such as TCP/IP, BGP, OSPF.
• Good understanding of incident and jeopardy management to work with relevant teams during Major outages for restoration and provide updates to customers appropriately and regularly.
• Exposure & Trained on Cisco CCNA Routing & Switching/Security, Juniper, ITIL Foundation as minimum standard as minimum. CISSP, CCNP is a plus.