Job Description

Position: Japanese Speaking Technical Support (L1 level) Client Background: MNC Telecommunications Location: Kuala Lumpur Tenure: Permanent Remuneration: RM5,000 - RM7,000 (negotiable) Responsibilities: . Day to day handling of customer Emails and phone calls for fault reporting and inquiries . Contribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products and services supplied . Under the general guidance and direction of more senior technical staff, deliver technical support in relation to a range of complex products and services, network and infrastructure elements. . Work within a defined set of relevant product / network procedures, standards and practices . Deliver outcomes by implementing a course of action identified from a general range of solutions . 1st call Assist in providing technical support in the investigation and rectification of complex incidents . 1st call Assist in basic troubleshooting on technologies such as ADSL, Ethernet, IPVPN, VoIP . Manage the in-coming calls and create SNI tickets within committed Response times and Service Level Agreement (SLA). Requirements: . Fresh graduated who has IT related background/IT Helpdest Customer support experienced talents are applicable. . Requirement Language: Japanese, English . Excellent problems solving of moderate complexity and good knowledge on the OSI 7 Layers. . Maintaining stakeholder relationships and some experience in a specialist field of IP, Transmission, Cloud, Security etc. . Experience of first line maintenance and alarm monitoring for network devices such as Cisco, Juniper and Foundry devices. . Good Hands-on Experience of technologies and protocols such as Ethernet, MPLS, ADSL, SDH, VoIP and layer 3 protocols such as TCP/IP, BGP, OSPF. . Good understanding of incident and jeopardy management to work with relevant teams during Major outages for restoration and provide updates to customers appropriately and regularly. . Exposure & Trained on Cisco CCNA Routing & Switching/Security, Juniper, ITIL Foundation as minimum standard as minimum. CISSP, CCNP is a plus. . At least 2-4 years\' experience working in Technical Support or network operations centre environment

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