Technical Support Engineer

JCMEX Trading Sdn Bhd; Selangor; On-site; MYR 40,000 - 60,000; Full time

Job summary

A technology support firm in Malaysia is seeking a Technical Support Engineer to provide first-level support for Unified Communications and network infrastructure. The ideal candidate will have proficiency with UC platforms and a strong understanding of networking concepts. Responsibilities include managing ticketing requests, troubleshooting issues, and remote diagnostics. Relevant certifications and excellent problem-solving skills are preferred.

Qualifications

• Proficiency with Asterisk Based IP PBX System, FreePBX, Cisco CUCM.
• Strong understanding of TCP/IP, DHCP, DNS, VLANs, NAT, QoS.
• Experience with networking devices such as routers and switches.

Responsibilities

• Provide Tier 1-3 technical support for UC systems.
• Diagnose and resolve LAN/WAN issues.
• Handle ticketing system requests and escalate when necessary.
• Manage and support IP telephony systems.

Skills

Proficiency with UC platforms

Strong understanding of networking concepts

Excellent problem-solving skills

Ability to work independently

Education

Relevant certifications (e.g., CCNA, CompTIA Network+)

Tools

Wireshark

Cisco devices

Job description

Overview

The UC and Networking Helpdesk Technical Support Engineer is responsible for providing first-level support for Unified Communications systems and network infrastructure. This role acts as a primary point of contact for diagnosing and resolving issues related to VOIP Devices CloudUCM, On-Prem, Hybrid-VoIP systems, IP phones, collaboration platforms, and LAN/WAN connectivity — ensuring smooth communication services and technical stability for users and clients.

Responsibilities

• Provide Tier 1-3 technical support for UC systems including CloudUCM, IP Phones, SIP trunks, IVR, Recordings, IPPBXs (e.g., Asterisk-based, Grandstream), video conferencing, and collaboration tools (e.g., Wave or similar).
• Diagnose and resolve LAN/WAN issues, including routing, switching, firewall configurations, and wireless connectivity.
• Handle ticketing system requests and escalate unresolved issues to engineering or development teams when necessary.
• Provide remote troubleshooting and diagnostics via email or remote access tools.
• Manage and support IP telephony systems, endpoints, and network-connected UC devices.
• Perform configuration, upgrades, and maintenance of network and UC equipment.
• Support onboarding and troubleshooting for partners and ensure minimal disruption to communication services.

Required Skills and Qualifications

• Proficiency with UC platforms such as Asterisk Based IP PBX System, FreePBX, Cisco CUCM, Grandstream or similar.
• Strong understanding of networking concepts: TCP/IP, DHCP, DNS, VLANs, NAT, QoS, VPNs.
• Familiarity with common VOIP deployment models (on-premise, cloud, hybrid).
• Familiarity with SIP protocol analysis and packet capture tools (Wireshark, etc.).
• Experience with networking devices such as routers, switches and access points (e.g., Cisco, Fortinet, Grandstream).
• Excellent problem-solving and customer service skills.
• Ability to work independently and in team environments.
• Relevant certifications (e.g., CCNA, CompTIA Network+, VoIP certifications) are a plus.

Preferred Experience

• Working with Asterisk-based IP-PBX System.
• Working with IP Networking Technologies.
• Supporting hybrid communication environments (on-premise and cloud).
• Strong understanding of VoIP technologies, SIP, RTP, and PBX systems.
• Solid foundation in networking concepts (TCP/IP, NAT, DHCP, DNS, VLANs, QoS).