Managed Services Support Intern

Maxis; Pinnacle (NC); On-site; USD 33,000 - 60,000; Part time

Job summary

Maxis is seeking a candidate to support the MSOC in monitoring and providing first-level support across network, cloud, and managed services environments. You will work with internal support teams to monitor service performance, troubleshoot incidents, maintain records, and ensure customer issues meet SLAs.

This hands-on role covers Fixed, Broadband, IoT, Cloud, and related technologies. Working hours are 7:30 AM – 4:30 PM or 9:00 AM – 6:00 PM, with assignment to one schedule based on

Responsibilities

• Network Monitoring & Incident Response Monitor network dashboards and alerts, perform initial analysis and first-level troubleshooting based on SOPs, log incidents in the ticketing system, and escalate complex issues to the relevant support teams.
• Cloud Monitoring & Support Provide Level 1 monitoring and support for cloud environments, including AWS, Microsoft Azure, and VMware, by following guided troubleshooting procedures and escalating critical incidents where required.
• Network Configuration & Maintenance Support the maintenance of network devices, including routers, switches, and firewalls, while adhering to established security practices and under the guidance of senior engineers.
• Network Performance Monitoring Track and extract information related to network traffic, bandwidth utilisation, latency, and other performance indicators to support the engineering team in identifying areas for improvement.
• Infrastructure & Project Support Assist the MSOC team with infrastructure upgrades, preventive maintenance activities, project implementation, and relevant technical documentation.
• Ticket & SLA Management Work closely with Maxis support teams to track, assign, and update service tickets, ensuring incidents and requests are managed within the agreed SLAs.
• Customer Communication Provide customers and relevant stakeholders with timely and progressive updates on incidents and service-related matters using approved communication templates.
• Reporting Prepare, extract, and format daily, weekly, and monthly Managed Services reports for review by the Senior Engineer or Service Manager.
• Cross-functional Collaboration Collaborate with internal technical and support teams to resolve network, cloud, server, and security-related issues, while ensuring critical incidents are escalated promptly.
• Continuous Improvement Keep up to date with relevant industry trends, emerging technologies, and network solutions, and contribute ideas to improve MSOC processes and operational efficiency.

Job description

Are you ready to get ahead in your career?

• We want to empower you to turn your ambitions into achievements.


• We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.


• Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.


• To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?

The role will support the Maxis Managed Services Operations Centre (MSOC) in monitoring and providing first-level support across network, cloud, and managed services environments. You will work closely with internal support teams to monitor service performance, troubleshoot incidents, maintain accurate records, and ensure customer issues are addressed within the agreed Service Level Agreements (SLAs).

This role provides hands-on exposure to Maxis Managed Services, including Fixed, Broadband, IoT, Cloud, network infrastructure, and related technologies.

What are you accountable for?

• Network Monitoring & Incident Response Monitor network dashboards and alerts, perform initial analysis and first-level troubleshooting based on established Standard Operating Procedures (SOPs), accurately log incidents in the ticketing system, and elevate complex issues to the relevant support teams.


• Cloud Monitoring & Support Provide Level 1 monitoring and support for cloud environments, including AWS, Microsoft Azure, and VMware, by following guided troubleshooting procedures and escalating critical incidents where required.


• Network Configuration & Maintenance Support the maintenance of network devices, including routers, switches, and firewalls, while adhering to established security practices and under the guidance of senior engineers.


• Network Performance Monitoring Track and extract information related to network traffic, bandwidth utilisation, latency, and other performance indicators to support the engineering team in identifying areas for improvement.


• Infrastructure & Project Support Assist the MSOC team with infrastructure upgrades, preventive maintenance activities, project implementation, and relevant technical documentation.


• Ticket & SLA Management Work closely with Maxis support teams to track, assign, and update service tickets, ensuring incidents and requests are managed within the agreed SLAs.


• Customer Communication Provide customers and relevant stakeholders with timely and progressive updates on incidents and service-related matters using approved communication templates.


• Reporting Prepare, extract, and format daily, weekly, and monthly Managed Services reports for review by the Senior Engineer or Service Manager.


• Cross-functional Collaboration Collaborate with internal technical and support teams to resolve network, cloud, server, and security-related issues, while ensuring critical incidents are escalated promptly.


• Continuous Improvement Keep up to date with relevant industry trends, emerging technologies, and network solutions, and contribute ideas to improve MSOC processes and operational efficiency.

Working Hours

This Role Operates Under Two Designated Working Schedules

• 7:30 AM – 4:30 PM


• 9:00 AM – 6:00 PM

Successful candidates will be assigned to one of the above working schedules based on operational requirements.

By applying for this role, candidates are expected to be comfortable and willing to work under either schedule. Please ensure that you are able to commit to both time slots before submitting your application, as the final working schedule will be determined upon placement.

Duration: 3-6 months

What’s next?

• Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.


• Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.