Job Description

Summary

The role is responsible for providing a professional first-line remote and onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions. The role is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.

Stakeholder engagement

Internal

: engage with internal support engineer team, receive instructions, and manage escalation incidents to L2 Engineer or 3rd party vendors as necessary.

External

: proactively act as first-line remote and onsite technical support for clients (including the analysis, assignment and escalation thereof).

Value Chain Linkage

Service Operations Service Transition

Skills and attributes

Support Services

:

Identifies and resolves technical problems following agreed procedures. Uses appropriate and standard tools to collect agreed performance statistics. Carries out agreed maintenance tasks. Uses and/or applies basic principles, theories and concepts.

Service Level Management

:

Proactively monitors and logs the actual service provided, compared to that required by service level agreements.

Incident Management

:

Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate.

Configuration Management:

Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.

Problem Management:

Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.

Work Outputs

Ensure operational infrastructure

They ensure that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard, they will perform necessary checks, apply monitoring tools and respond to alerts. Where software is a component of the solution they will also take responsibility for ensuring that the software is installed and configured according to client requirements.

Identify problems and errors

The L1 Resident Engineer (Network) proactively identifies problems and errors and as they occur. He or she will log all such incidents in a timely manner with the required level of detail. They liaise with all stakeholders including client IT environments, vendors, carriers and Dimension Data colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Ensure resolution of incidents and requests

Investigate first line support calls assigned and identify the root cause of incidents and problems. Ensure the efficient and comprehensive resolution of incidents and requests. Escalate to L2 Engineer when unable to resolve within the stipulated time and/ or with the provided work instructions.

Incident management

They ensure incidents are updated with progress and resolution details in a timely manner.

Shift handover

L2 Resident Engineer (Network) that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity. Complete and maintain any shift handover schedules.

Education required

Degree or associates degree (diploma) in any relate Computer Science Education

Certifications (Preferred)

ITIL v3 Foundation Cisco Certified Network Associate - Routing and Switching (CCNA-R/S) Cisco Certified Network Associate - Wireless (CCNA-WL) Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W) Cisco Certified Network Associate - Security (CCNA-SEC) Check Point Certified Security Administrator (CCSA) Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI) VMware Certified Professional vSphere Cisco Certified Network Associate - Data Center (CCNA-DC) MCSA+VCP, RHCE or equivalent Cisco Certified Network Associate - Video (CCNA-VID) Cisco Certified Network Associate - Voice (CCNA-V)

Work experience required

4-5 years' work experience 4 year experience required in network/ security administration and Monitoring Services within a medium to large ICT organisation. Working knowledge of management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (i.e. Network, Storage, Security etc) Degree holder in Computer Science/ IT with minimum of 4 - 5 years of experience preferably in Data Center Operation, Large Network operations & setup in Network Admin & support role. Good understanding of the technical fundamentals on both Network and Infrastructure in context of clients ends usage. Ability to manage and administrate enterprise grade network appliances & devices such as Load Balancers, Bandwidth Optimizers, Accelerator & Manager, Firewalls, VPN Concentrators, Core Switches, Internet Border Routers, Web Gateway, Internet DNS, and Wireless Controllers into business operations requirements. Have a solid knowledge on how data are being transmitted in LAN, WAN, and Internet for provisioning Web Sites. Have strong knowledge on understanding and handling alerts coming from Network Monitoring tool and troubleshoot/escalate efficiently Excellent Networking troubleshooting ability on OSI layered approach. Strong analytical skill in business environment & applications requirement understanding to plan for growth and service level maintenance; and able to lead & collaborate with team members

Work Responsibility

Working hours: 24x7 Rotating Shift

To maintain the Infrastructure Network, Business & Infrastructure systems to meet business requirement.

Ensure optimum, maximum uptime being achieved from present network for continual usage to Business operations.

Recognizes and takes action when escalation and de-escalation is required for critical and urgent cases and follow designated procedures.

Assist a member or co-project in appointed/ undertaking project(s)/Tasks.

Acknowledge Alerts/Alarms routed to Network team.

Investigate Alerts/Alarms and resolve or escalate to next level

First level correspondence for Users

Job Types: Full-time, Contract
Contract length: 12 months

Pay: RM3,000.00 - RM3,500.00 per month

Work Location: In person