Technical Support Specialist I

Dexian Asia Pacific; Penang; On-site; MYR 45,000 - 78,000; Full time

Job summary

Dexian Asia Pacific is seeking a Technical Support Specialist I to join our Managed Services team in Penang, Malaysia. You will monitor customer telecommunications systems in real time and act as the first responder to network incidents.

You will troubleshoot to minimize downtime, handle incidents and service requests within deadlines, and communicate clearly with customers by phone and email. You will collaborate with global teams to resolve issues and help maintain knowledge articles.

Qualifications

• Strong troubleshooting and problem-solving skills.
• Excellent written and spoken communication in English.
• Customer-first mindset with strong communication skills.

Responsibilities

• Perform real-time monitoring of customer telecommunications systems.
• Act as the first responder to network incidents and service issues.
• Troubleshoot issues promptly to minimize network downtime and maximize system uptime.
• Handle incidents and service requests within the required timelines.
• Communicate clearly and professionally with customers via telephone and email.

Skills

Troubleshooting

Communication

Customer focus

English proficiency

Job description

We are looking for a Technical Support Specialist I to join our Managed Services team in Penang, Malaysia.

Perform real-time monitoring of customer telecommunications systems.

Act as the first responder to network incidents and service issues.

Troubleshoot issues promptly to minimize network downtime and maximize system uptime.

Handle incidents and service requests within the required timelines.

Communicate clearly and professionally with customers via telephone and email.

Research and develop solutions for common and recurring technical issues.

Create and maintain knowledge articles and troubleshooting documentation.

Collaborate with global cross-functional teams to resolve technical issues.

Provide a high level of customer service to customers from different cultural backgrounds.

1–3 years of experience in technical support, NOC, network operations, telecom support, or a related technical role.

Strong troubleshooting and problem-solving skills.

Customer-first mindset with strong communication skills.

Fluent in spoken and written English.

Willing and able to work rotating 12-hour day and night shifts.

Fast learner with the ability to adapt to new technologies.

Strong team player with the ability to collaborate across global teams.

Good to Have

• Experience in a NOC / Managed Services environment.
• Exposure to network or telecommunications monitoring.
• Knowledge of network troubleshooting and incident management.
• Experience with monitoring or ticketing tools.