Based in our APAC HQ in Kuala Lumpur, you will be reporting to our Infrastructure Manager. As a Telecom Engineer, you will work as a L2 support for both Network and Telephony. This position requires technical knowledge about Network, Voice - SIP and will need to be keen in troubleshooting. You are required to assist IT Support for common Network and Voice related faults.

Job Description:

• Serve as the 2nd level support with troubleshooting skill to assist IT Support seeking technical assistance
• Determine the best solution based on the issue and details provided by L1 and users
• Respond to and log all inquiries received from L1
• Keep well documented and updated case notes.
• Identify, analyze, troubleshoot and resolve client service requests.
• Properly escalate and communicate to a higher level of support as necessary including service that exceeds skills level, reasonable repair time, lack of parts, or any other issue that could impact customer satisfaction.
• Work as a team member to collaboratively resolve client requests and technical issues with other team members, partners and vendors.
• Provide higher level support regarding switch configuration, Router and routes management, Firewall maintenance
• Provides in-depth support for Voice regarding, local / Toll Free numbers - subscription / management, Call flow design with diagram and configuration. IVR setup.
• Monitor and provide support for WAN / LAN management for HQ, DC and Stores that will included communication with ISPs.
• Manage multiple cases at one time.
• Setup and configure new network and Voice devices.
• Should be able to work with Microsoft teams.
• Identify and suggest possible improvements on procedures and resolution

Must have Basic Knowledge of:

• Active Directory
• RADIUS
• Operating Systems
• Office 365 (Outlook/Word/Excel/PowerPoint/Access/Project/Visio)
• Security Application – Antivirus/Proxy
• SDWAN
• Logging Tools - Graylog, Kibana

Must have experienced knowledge of:

• Network LAN/WAN - Routers/Switch/Modem/Firewall/AP/VPN with different brands preferably - Cisco, Fortigate, Palo Alto
• DHCP configurations
• DNS configurations
• IT Monitoring Tools - PRTG, Icinga, Graphana
• SIP technology - Voice configuration - prefer Cisco WebEx (Basic Avaya configuration knowledge is added advantage)

Qualifications:

• Proven experience as a network and voice technician
• Tech savvy with working knowledge of office automation products, Network, Server System and IT Processes
• Good understanding of IT System
• Ability to diagnose and resolve technical issues related to switch, routers, firewall, SIP
• Should have basic knowledge of cisco devices and cisco Webex. Experience in integration with MS Teams is added advantage.
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• Minimum Certificate, Diploma or Professional course on IT Services

• Responsibilities
  Serve as the 2nd level support with troubleshooting skill to assist IT Support seeking technical assistance
  Determine the best solution based on the issue and details provided by L1 and users
  Respond to and log all inquiries received from L1
  Keep well documented and updated case notes.
  Identify, analyze, troubleshoot and resolve client service requests.
  Properly escalate and communicate to a higher level of support as necessary including service that exceeds skills level, reasonable repair time, lack of parts, or any other issue that could impact customer satisfaction.
  Work as a team member to collaboratively resolve client requests and technical issues with other team members, partners and vendors.
  Provide higher level support regarding switch configuration, Router and routes management, Firewall maintenance
  Provides in-depth support for Voice regarding, local / Toll Free numbers - subscription / management, Call flow design with diagram and configuration. IVR setup.
  Monitor and provide support for WAN / LAN management for HQ, DC and Stores that will included communication with ISPs.
  Manage multiple cases at one time.
  Setup and configure new network and Voice devices.
  Should be able to work with Microsoft teams.
  Identify and suggest possible improvements on procedures and resolution

• Qualifications
  Proven experience as a network and voice technician
  Tech savvy with working knowledge of office automation products, Network, Server System and IT Processes
  Good understanding of IT System
  Ability to diagnose and resolve technical issues related to switch, routers, firewall, SIP
  Should have basic knowledge of cisco devices and cisco Webex. Experience in integration with MS Teams is added advantage.
  Proficiency in English
  Excellent communication skills
  Customer-oriented and cool-tempered
  Minimum Certificate, Diploma or Professional course on IT Services