Technical Lead - Japanese Speaker

eTeam; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Telstra is seeking a Technical Lead in Malaysia to guide a small team of Japanese Technical Support officers and deliver high-quality technical support across networks, infrastructure, and services. You will work under senior staff guidance to resolve complex incidents and ensure customer satisfaction.

The role requires deep knowledge of network technologies (Ethernet, IPVPN, VoIP) and strong incident management skills, with a focus on SLA adherence and clear customer communication.

Qualifications

• Must have strong problem-solving skills for moderately complex issues.
• Experience with IP, transmission, cloud, and security domains.
• Hands-on maintenance and alarm monitoring for network devices such as Cisco, Juniper and Foundry.
• Native Japanese speaker required.

Responsibilities

• Manage a small team of Japanese Technical Support officers.
• Contribute to KPIs related to networking and services performance.
• Deliver technical support under guidance for complex products and services.
• Follow defined product and network procedures and practices.
• Provide 1st line support and basic troubleshooting.
• Manage incoming calls and create SNI tickets within SLA.
• Provide updates on RFO cases within SLA.
• Daily updates on aging tickets and difficulties handling tickets.

Skills

Problem solving

Stakeholder management

Network troubleshooting

OSI model knowledge

Incident management

Japanese language

Education

Cisco CCNA

ITIL Foundation

CISSP

CCNP

Tools

Cisco devices

Juniper devices

Foundry devices

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

At Telstra, the customer is at the heart of everything we do. That is why we make sure that we provide a seamless customer experience to our customers all over the world.

Our aim is to connect everything to everyone, which is why constantly looking for new growth opportunities and emerging technologies to improve the way we deliver services.

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.
• Native Japanese speaker required.

We're committed to building a diverse and inclusive workforce. To enable everyone to participate, we've developed an 'All Roles Flex' policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex