Technical Support - Japanese Speaker

eTeam; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A technical support organization in Kuala Lumpur is looking for a skilled technical support specialist to manage customer inquiries and provide technical assistance for complex products and services. The ideal candidate will have experience in networking technologies including Cisco and Juniper devices. Basic troubleshooting skills and the ability to manage incidents effectively are essential. You will work within defined procedures to ensure quality service delivery and maintain stakeholder relationships.

Qualifications

• Experience in technical support or network operations centre environment for at least 2-4 years.
• Good hands-on experience with ADSL, Ethernet, and VoIP technologies.
• Strong understanding of OSI layers and related protocols.

Responsibilities

• Handle customer emails and phone calls for fault reporting.
• Deliver technical support under guidance of senior staff.
• Manage incoming calls and create SNI tickets within SLA.

Skills

Problem solving

Networking knowledge

Incident management

Technical troubleshooting

Education

CCNA Routing & Switching

ITIL Foundation

Tools

Cisco

Juniper

Job description

Key Responsibilities

• Day to day handling of customer emails and phone calls for fault reporting and inquiries.
• Contribute to key performance indicators relating to the 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 for a range of complex products and services, network and infrastructure elements.
• Work within a defined set of relevant product and network procedures, standards and practices.
• Deliver outcomes by implementing a course of action identified from a general range of solutions.
• Assist in providing technical support in the investigation and rectification of complex incidents on a first‑call basis.
• Assist in basic troubleshooting on technologies such as ADSL, Ethernet, IPVPN and VoIP on a first‑call basis.
• Manage the incoming 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 cases are not being escalated.
• Daily provide updates for reasons for ageing tickets and difficulties handling complex tickets.

Qualifications

• Excellent problem solving of moderate complexity and good knowledge of 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 and 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 and trained on Cisco CCNA Routing & Switching/Security, Juniper, ITIL Foundation as minimum standard; CISSP, CCNP is a plus.
• At least 2-4 years’ experience working in technical support or network operations centre environment.