Technical Support - Japanese Speaker

eTeam; Kuala Lumpur; On-site; MYR 45,000 - 80,000; Full time

Job summary

Telstra is seeking a Technical Support professional in Kuala Lumpur to deliver advanced technical services and support for networks, infrastructure, applications and services. You will handle fault reports, assist in incident management and work under senior staff guidance to resolve complex issues.

You will troubleshoot ADSL, Ethernet, IPVPN, VoIP and related protocols, while maintaining timely updates to customers and ensuring SLA compliance.

Qualifications

• 2-4 years of technical support or network operations experience.
• Experience with Cisco CCNA Routing & Switching or Juniper ITIL foundations is a plus.
• Strong analytical and problem-solving skills with focus on SLA adherence.

Responsibilities

• Handle customer emails and phone calls for fault reporting and inquiries.
• Contribute to KPIs related to network performance and service delivery.
• Provide 1st line technical support across networks, infrastructure, applications and services.
• Troubleshoot on technologies such as ADSL, Ethernet, IPVPN, VoIP.
• Create and manage tickets; provide timely updates within SLA.

Skills

OSI layers

Networking fundamentals

Cisco devices

Juniper devices

Foundry devices

Ethernet

MPLS

VoIP

TCP/IP

BGP

OSPF

Job description

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.
In order to be the best at what we do, we are always looking for top talents who can be part of our team people who are passionate to deliver exceptional customer service. Think you've got what it takes to handle this challenging yet exciting role?
We are looking for Technical Support 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 handling of customer Emails and phone calls for fault reporting and inquiries
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.
At least 2-4 years' experience working in Technical Support or network operations centre environment
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