Job Description

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Position: Korean 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: Korean, 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

Sub Specialization : Information Technology;SAP;IT Helpdesk;Others
Type of Employment : Permanent
Minimum Experience : Fresher
Work Location : Kuala Lumpur

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