Technical Support Engineer

JCMEX Trading Sdn Bhd; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player is seeking a dedicated Technical Support Engineer specializing in Unified Communications and networking. This role involves providing first-level support for various UC systems and network infrastructure, ensuring seamless communication services for users and clients. You will be the primary point of contact for diagnosing and resolving issues related to VoIP systems, IP phones, and collaboration tools. If you thrive in a dynamic environment and possess strong problem-solving skills, this opportunity allows you to make a significant impact while working with cutting-edge technologies in a supportive team setting.

Qualifications

• Proficiency with UC platforms and strong networking concepts.
• Experience with firewalls, switches, and routers.

Responsibilities

• Provide Tier 1-3 technical support for UC systems.
• Diagnose LAN/WAN issues and manage IP telephony systems.

Skills

Asterisk-based systems

Networking concepts (TCP/IP, DHCP, DNS)

VoIP technologies

Customer service skills

Packet capture tools (Wireshark)

Problem-solving skills

Education

CCNA certification

CompTIA Network+

VoIP certifications

Tools

Cisco CUCM

Grandstream

Fortinet

Job description

Unified Communications (UC) and Networking Technical Support – 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 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.

Key Responsibilities:

1. 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).
2. Diagnose and resolve LAN/WAN issues, including routing, switching, firewall configurations, and wireless connectivity.
3. Handle ticketing system requests and escalate unresolved issues to engineering or development teams when necessary.
4. Provide remote troubleshooting and diagnostics via email or remote access tools.
5. Manage and support IP telephony systems, endpoints, and network-connected UC devices.
6. Perform configuration, upgrades, and maintenance of network and UC equipment.
7. Support onboarding and troubleshooting for partners to ensure minimal disruption to communication services.

Required Skills and Qualifications:

1. Proficiency with UC platforms such as Asterisk-based systems, Grandstream, Cisco CUCM, or similar.
2. Strong understanding of networking concepts: TCP/IP, DHCP, DNS, VLANs, NAT, QoS, VPNs.
3. Familiarity with common UC deployment models (on-premise, cloud, hybrid).
4. Familiarity with SIP protocol analysis and packet capture tools (Wireshark, etc.).
5. Experience with firewalls, switches, and routers (e.g., Cisco, Fortinet, Grandstream).
6. Excellent problem-solving and customer service skills.
7. Ability to work independently and in team environments.
8. Relevant certifications (e.g., CCNA, CompTIA Network+, VoIP certifications) are a plus.

Preferred Experience:

1. Experience working with cloud-based UCaaS platforms.
2. Experience with Asterisk-based IP-PBX systems.
3. Supporting hybrid communication environments (on-premise and cloud).
4. Strong understanding of VoIP technologies, SIP, RTP, and PBX systems.
5. Solid foundation in networking concepts (TCP/IP, NAT, DHCP, DNS, VLANs, QoS).

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Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Technical Support Engineer?
• Do you have technical support experience?
• Do you have customer service experience?
• What's the highest level of Cisco wireless certification that you have completed?
• How would you rate your English language skills?

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