Engineer, TAC Network (GCSC)

Responsibilities:

Technical Support: Answer IPVPN and Managed Services (MS) support calls within the targeted Service Level. Provide First Call Resolution (FCR) technical support to enterprise customers via phone and email.

Fault Logging: Log reported faults into the ticketing system and manage the incident ticket queue within the defined target.

Helpdesk Support: Provide helpdesk support for general services and manage customer’s special requirements and processes.

Troubleshooting: Provide Level 1.5 in-depth troubleshooting for IPVPN and MS Services, with a focus on understanding and applying the OSI layers.

Monitoring: Manage proactive monitoring service within the targeted Service Level.

Customer Communication: Provide timely updates to customers on the status of outstanding issues within the targeted Service Level. Manage customer’s fault inquiries and provide quality assistance.

Team Support: Support team Key Performance Indicators (KPIs) to meet Time to Restore.

Coordination: Manage coordination within inter-cross operational supports to ensure speedy fault resolution. Provide escalation to the relevant party on prolonged outages.

Email Management: Manage email within the targeted Service Level.

Process Improvement: Review and improve operational processes to enable operations staff to operate effectively.



Qualification and Requirements:

Education: Diploma / Degree in Computer Science, Engineering, Information Technology, Telecommunications, or a related field.

Experience: Fresh graduates or individuals with working experience in the Telecommunications industry in the Operational and/or Service Delivery field. Experience in a customer service environment and corporate telecommunications and networking are added advantages.

Certifications: ITIL or CCNA certifications are desirable.

Skills: Excellent customer handling, interpersonal, communication, decision-making, problem-solving, planning, and organization skills. Good report writing and presentation skills.

Knowledge: Strong knowledge of telecommunications systems, networks, Network Protocol, Networking / WAN technologies, and IT support environments. Familiarity with telecommunications regulations and standards:

e.g.: Network Protocol: BGP, OSPF etc.

e.g.: WAN technologies: SD-WAN, NFV, Internet, MPLS, Leased Line, VPN.

Language: Proficient communication and written skills in English is mandatory.

Characteristics: Highly motivated, able to work independently under pressure, and customer focused.

Business Awareness: Possess commercial and business awareness.

Service Management: Service management experience is preferred.

Adherence to Processes: Ensures adherence to existing and new processes and process changes for completeness.



Work Schedule:

Rotational Shift

This role may be required to be on standby for overtime depending on operational needs.