Job Description

We\'re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.
Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what\'s important to them.What does Access offer you?
We offer a flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. We deliver on what we say, taking the development of our people seriously. We\'ll work with you to progress your success plan and provide opportunities to accelerate your career.
On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you\'ll also be able to choose from a range of benefits to suit you. We\'re an organisation that likes to give back, so you\'ll also have three charity days allocated to support a cause that matters to you.About you:
Reporting to the IT&O Platform Operations Manager, and working as part of our networking technical community, you will play a key role in supporting, maintaining and improving the infrastructure services we deliver to our internal and external customers around the globe as part of our 24X7 Global Operations Centre based in Kuala Lumpur, Malaysia.
The Network Engineer is responsible for ensuring our services remains available, secure, cost effective whilst performing to design. This role is required to administer, support, maintain our global infrastructure working autonomously and collaboratively with our local and global team members.
You will need to apply your knowledge of networking and infrastructure technologies to ensure best practice configuration, performance and security is maintained. You will need to be able to work under pressure during customer affecting incidents to quickly restore service or determine effective work arounds.
This is an ideal role for someone who has a solid foundation in networking and infrastructure, a thirst for knowledge, a curious mind and a desire to do more with their skills. This role also carries a strong need for service and SLA orientated thinking with a customer first mentality, and cultural sensitivity.
This role is part of our 24x7 operations team requiring shift work and is based in our Kuala Lumpur office.Day-to-day, you will:

• Take personal accountability for our products so that they remain available, secure, reliable and provide an excellent customer experience.
• Working with application support teams to troubleshoot/resolve issues across the Access Hosting estate.
• Ensure monitoring is in place and functioning across the environment.
• Perform upgrades and patches where applicable across the infrastructure.
• Effectively manage your assigned tickets with timely and clear updates.
• Participate in high pressure incident scenarios, balancing technical resolution with timely service restoration.
• Carry out technical and operations standards and procedures, maintain and update technical documentation.
• Communicate with key stakeholders on planned changes.

Key performance indicators:

• Tickets handled
• Tickets resolved
• Changes executed
• Services Requests

Your skills and experiences might also include:

• Troubleshooting and problem solving.
• Current, hands-on network support experience; preferably in a multi-client, service provider environment
• Good all-round technical knowledge of LAN/WAN network equipment (Cisco), technologies, protocols and communication standards including ACI
• Good all-round knowledge and experience of Firewall systems (Palo Alto / Cisco)
• Knowledge and experience of hardware load balancer solutions (F5)
• Experience of network design and IP Addressing architectures
• Experience of VPN and Remote Access solutions
• Experience using AWS Route53, Azure DNS, Azure Traffic Manager, ExpressRoute, Mega Port, Direct Connect.
• Additional Knowledge and Skills (preferred)
• An understanding of Juniper routers
• Skills in Meraki LAN switches and Access Points
• VMware Networking - NSX-T and NSX Edge
• Utilise all tools available to resolve majority of issues at the first instance.
• Ability to quickly learn new products.
• Good written and oral communication skills.
• Proven track record in ability to work to agreed targets and SLAs.

NOTE: This is a shift and on-call rotation role. You will be required to work on a rotation shift which will require you to be in the office and on-call from home.What are we all about?
The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace.At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you\'re excited about this role, (even if your previous experience doesn\'t align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity. Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let\'s make a difference together.
Love Work. Love Life. Be You.

The Access Group