Job Description

As a NOC Analyst at IX Telecom, you will ensure continuous network stability and quick resolution of service-impacting issues for global clients. The role involves 24/7 network monitoring, first-level fault analysis, and technical coordination with internal teams and telco partners. You'll operate within a structured escalation and SLA framework and are expected to contribute to shift documentation, reporting, and technical handovers.

Key Responsibilities

Network Monitoring & Troubleshooting
Monitor network elements (routers, switches, links) using tools like PRTG, Zabbix, ZTE U2000

Identify, isolate, and troubleshoot first-level faults

Escalate unresolved issues to Level 2 engineers or telco partners

Ticketing & Incident Management

Log incidents in Zoho Helpdesk according to SOP MGT-740-001-QR-01

Track progress and ensure resolution within SLA

Prepare customer-facing communications: notification, RFO, incident updates

Shift & Team Coordination

Maintain updated shift handover logs and contribute to shift knowledge base

Participate in 24/7 rotational shifts (nights, weekends, public holidays)

Collaborate with cross-functional teams for smoother fault resolution

Qualifications & Requirements

Education

Diploma or Degree in IT, Networking, or Telecommunications

CCNA or equivalent

Technical Skills

IP networks, routing, and switching fundamentals

Familiarity with PRTG, Zabbix, ZTE U2000, Zoho Helpdesk

Basic understanding of SLA, fault classification, and escalation

Optional: Exposure to ZTE, Mikrotik, Cisco, or automation scripting

Soft Skills

Attention to detail and analytical thinking

Clear verbal and written communication

Ability to handle pressure in a shift-based, real-time environment

Job Type: Full-time

Pay: RM2,000.00 - RM5,000.00 per month

Benefits:

Dental insurance Health insurance Maternity leave Opportunities for promotion Professional development
Work Location: In person