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Technical Support Engineer
JCMEX Trading Sdn BhdPetaling Jaya, Selangor, Malaysia10 hours ago
Job descriptionProficiency with UC platforms such as Asterisk Based IP PBX System, FreePBX, Cisco CUCM, Grandstream or similar. Strong understanding of networking concepts : TCP / IP, DHCP, DNS, VLANs, NAT, QoS, VPNs. Familiarity with common VOIP deployment models (on-premise, cloud, hybrid) Familiarity with SIP protocol analysis and packet capture tools (Wireshark, etc.). Experience with Networking Devices such as routers, switches and Access Points (e.g., Cisco, Fortinet, Grandstream). Excellent problem-solving and customer service skills. Ability to work independently and in team environments. Relevant certifications (e.g., CCNA, CompTIA Network+, VoIP certifications) are a plus. Working with Asterisk-based IP-PBX System. Working with IP Networking Technologies. Supporting hybrid communication environments (on-premise and cloud). Strong understanding of VoIP technologies, SIP, RTP, and PBX systems. Solid foundation in networking concepts (TCP / IP, NAT, DHCP, DNS, VLANs, QoS).
Networking and Unified Communications (UC)
Technical Support Engineer – Job Description
Overview :
The UC and Networking Helpdesk Technical Support Engineer is responsible for providing first-level support for Unified Communications systems and network infrastructure. This role acts as a primary point of contact for diagnosing and resolving issues related to VOIP Devices CloudUCM, On-Prem, Hybrid-VoIP systems, IP phones, collaboration platforms, and LAN / WAN connectivity — ensuring smooth communication services and technical stability for users and clients.
Key Responsibilities :
- Provide Tier 1-3 technical support for UC systems including CloudUCM, IP Phones, SIP trunks, IVR, Recordings, IPPBXs (e.g., Asterisk-based, Grandstream), video conferencing, and collaboration tools (e.g., Wave or similar).
- Diagnose and resolve LAN / WAN issues, including routing, switching, firewall configurations, and wireless connectivity.
- Handle ticketing system requests and escalate unresolved issues to engineering or development teams when necessary.
- Provide remote troubleshooting and diagnostics via email, or remote access tools.
- Manage and support IP telephony systems, endpoints, and network-connected UC devices.
- Perform configuration, upgrades, and maintenance of network and UC equipment.
- Support onboarding and troubleshooting for partners and ensure minimal disruption to communication services.
Required Skills and Qualifications :
Preferred Experience :
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Technical Support Engineer • Petaling Jaya, Selangor, Malaysia
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