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Network Engineer

Orange BusinessKuala Lumpur, Kuala Lumpur, Malaysia

22 hours ago

Job description

about the role

CASE MANAGEMENT FOLLOW UP AND RESOLUTION

The L2 Network Engineer :

Manage ticketing tool to track, update and process customer cases daily.
Acknowledge incidents within agreed SLA.
Provide advanced technical support to ensure service delivery or service restoration.
Transfer / Relay cases to other support entities for either remote or on-site intervention.
Ensure that service level agreements are met for all requests delivery and incident resolution.
Contribute in the handling and resolution of customer escalations.

INCIDENT MANAGEMENT

The L2 Network Engineer :

To manage customer issues and or requests relating to the customer infrastructure according to Service Level Agreement and standard incident management processes. These technologies may include but are not exhaustive to Aruba, Cisco and Juniper.

TECHNICAL SUPPORT

Support Field engineers and customers for service requests, regularly providing updates of status.

Ensure configuration / migration on backbone and customer sites remotely for activation of customer services.

Verification of router, switches and network nodes configurations and correct where required as per perimeter and engineering rules.

Migration and upgrade of equipment.

Ensure customer acceptance tests are performed successfully.

Ensure Supervision of equipment is activated / deactivated where required.

Update CI tools (Configuration Items) after each operation performed.

Appropriately categorize, prioritize, and escalate incidents and service requests which resolution is not found.

Ensure resolution is performed within the defined SLA levels.

To handle changes and requests on customer's network infrastructures & technologies with respect to the defined Service Level Agreement.

Change may be initiated following customer or internal requests.

Participate in daily team meetings to discuss and address concerns related to backlog.

about you

IT Proficient :

Good experience on Network, Security, Firewall environment.

Perform Configuration changes / Technical support on new technologies SDWAN / SDLAN and on traditional network (CE / PE routers / Managed LAN devices like switches, WLC's, AP's)

Excellent Knowledge on networking concepts like routing protocols (BGP, OSPF, MPLS) and switching services such as (but not limited to) STP, VLAN and LACP / HSRP

Ensure changes does not compromise overall customer LAN & WAN integrity.

Excellent Knowledge on Extranet / Internet protocols (TCP-IP, SMTP / POP, DNS, Proxy etc.)

Offer crucial support in troubleshooting problems related to STP, Wireless, Voice and WAN networks.

Working knowledge of the operation and maintenance of enterprise-wide networks.

Mentor junior NOC team members, offering training and performance feedback.

Strong verbal and written communication skills

Conversant with MS Office Software Suite : Word, Excel, Outlook etc.

Knowledge :

A very good knowledge of the following technologies : Cisco, Cisco Viptela, Aruba, VMWare VeloCloud, Wifi-Controller, IOT Virtual Controller, DHCP, IPAM, Telephony (Ring Central / Audio Code), AWS.

Process and Standards

Support / service Organization

Customer Relationship Management

Good concept of Incident and Change managementd

Abilities :

Excellent customer facing skills are required.

Excellent troubleshooting and analytical skills.

Good time management, and organizational skills.

Teamwork uses a team approach to solve problem when appropriate.

Ability to build relationships with peers and management levels and customers.

Flexibility in terms of working hours.

Results driven / orientated, and problem-solving skills.

Willingness to learn and expand knowledge.

Expert troubleshooting and incident resolution

Good Coaching and training Skills

additional information

Minimum degree in IT or Telecommunications

ITIL V3 or V4 Foundation optional but desirable

CCNA, CCNP (Security Certification optional but desirable)

2 years or more as IT Customer Support Engineer or IT Administrator or Security / Network Engineer or 2 years or more in a similar role

department

Global Delivery & Operations

Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business

Seniority Level

Mid-Senior level

Industry

Computer and Network Security

Telecommunications

IT Services and IT Consulting

Employment Type

Full-time

Job Functions

Information Technology

Skills

Routers

Service-Level Agreements (SLA)

Troubleshooting

VLAN

Network Swit

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Network Engineer • Kuala Lumpur, Kuala Lumpur, Malaysia

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