Network Support Engineer

Company Overview

Coevolve is a leading global provider of managed telco-independent Software Defined WAN (SD-WAN), Secure Access Service Edge (SASE), and cloud and multi-cloud networking solutions to enterprises. Providing services in more than 80 countries, enterprises entrust Coevolve to provide secure and reliable connectivity to wherever they operate, deliver digital transformations quicker, and improve key business applications at dramatically reduced costs.

Today, we are pushing the boundaries of traditional network management through AI and machine learning to deliver more value, actionable insights, and capabilities to enterprise network management with Coevolve Smart Services. With our Smart Services portfolio, we can proudly say that Coevolve represents the next generation of co-managed digital infrastructure specialists, ensuring we continue to be market-leading and at the forefront of Networking solutions across the globe.

Our people at Coevolve are smart, tenacious, passionate, and dedicated experts in the field. We achieve great things together for our clients. We solve core problems in the traditional carrier and systems integrator business models. Our company culture fosters lifelong learning, collaboration and inclusion. Our team is truly global with people in 5+ locations around the world. We love innovative ideas and the ability to get things done. We believe teamwork makes for the most rewarding work and creating an environment that values all roles and good ideas.

The Role

The Network Support Engineer will work in the 24 / 7 operations support team based in Malaysia - known as the Coevolve Response Centre (CRC) - and join our mission to provide world-leading managed SD-WAN and SASE services. We need a strong network professional looking for a change of pace and opportunity in an up-and-coming global player specialising in Managed SD-WAN.

This role is also at the forefront of Customer Service, ensuring excellent standards for Incident Management, Change Management, and Problem Management. Trained to ITIL standards, the incumbent is expected to be proactive in the delivery of support to the client and help provide a superior service vs traditional telcos and IT integrators. This role works across the deployment and management phases of our SD-WAN service offering (which in full span : Assess >

Deploy >

Manage >

Optimize), with most of the focus being in the Manage phase which is the “business as usual” or Run stage of the lifecycle.

In addition, the Network Support Engineer will collaborate with the Coevolve Sales Team (Network Engineers and Technical Consultants) to proactively develop and implement technical solutions and best practices supporting and enabling strong business relationships with their key technical contacts across our sales geographies.

The role reports to the Network Operations Centre Manager and the work pattern will be 24 / 7 support in shift-work.

Responsibilities

• Perform initial ticket analysis to troubleshoot and resolve common network-related issues effectively.
• Provide frontline technical support to clients, addressing edge connectivity issues, link disruptions, ISP faults, and general network inquiries.
• Address active tickets within designated staffing levels or as directed by the CRC Manager.
• Collaborate with third-party vendors, including underlay providers and ISPs, to expedite resolution of service disruptions.
• Escalate complex or unresolved technical issues to Senior Network Support Engineers as appropriate.
• Assist in the deployment, configuration, and maintenance of network devices and systems across client environments.
• Execute low-impact change activities such as site activations, link provisioning, firmware upgrades, and business policy updates.
• Maintain accurate documentation of troubleshooting steps, ticket resolutions, and known issues for internal knowledge sharing.
• Contribute to the development of client-facing monthly reports, ensuring accuracy and timeliness of technical data.
• Collaborate with internal teams to support continuous improvement of service delivery and operational efficiency.
• Stay informed of standard networking technologies and protocols to ensure baseline competency in support delivery.

Skills and Experience

Qualifications

What\'s on offer

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