Job Description

NOC Dispatch Engineer Working Hour: shifting schedule it will be 2 schedules, morning/day shift : 07.00 AM until 07.00 PM night shift : 07.00 PM until 07.00 AM the working day, 3 days morning shift, 3 days Night shift, 3 days off/standby, and repeat.. called back or required to work during standby/off day, they may claim for Overtime Location : Persiaran TRX, Kuala Lumpur Salary : RM 2500 - 3500 Shift allowance : RM300 Phone Allowance : RM80 Contract : 12 months (renew based on performance) 1. Carry Out initial ticket triage regarding fault requests and provide analysis to ensure onward dispatch is accurate. 2. Reactive/Planned work allocation to the Field, either by manual trouble ticket assignment or through optimized automation processes within a Work Force Management System 3. Review and monitor Ticket allocations through to resolution, ensuring that any escalation processes are followed. 4. Assist resolving Engineers by the provision of additional requirements to allow work execution, including Climbing permission, 5. Access, and other 3PP services in line with local and site-specific procedures. 6. Support NOC Manager in achieving Dispatch and Field Services KPIs, produce escalation and post failure reports. 7. To work in a culture and way of working characterized by proactive attitude, teamwork focus, strong performance ethics, high professionalism, and high energy. 8. Monitor and resolve Jeopardy Alerts in a timely manner; assist engineers with any requirements to execute work. 9. Maintain constant telephone support through hunt groups and hotline support to provide a quality service to internal departments and external Customers. 10. First point of contact for all field fault related issues, to ensure prompt escalation to the Dispatch Management. 11. Monitor all work queues, assigning tickets within Dispatch SLA\xe2\x80\x99s, ensuring the Field resource is fully optimized. 12. In the event of any equipment failures, internally or externally, follow the Dispatch Disaster Recovery program to support customer activities until remedial work has been completed. 13. Support and assist with the development of work place tools, process and procedures to increase Dispatch and Field performance. Requirement : 1. Qualifications: Engineering in Electrical Engineering/Telecommunication Engineering/or equivalent mostly in Telecom Industry. 2. Years of experience: 1-3 years 3. Experience of a fast-moving dispatch department, ideally in an 1st Level NOC environment with demanding contract requirements. 4. Ability to decipher technical information on fault tickets and dispatch within pre-determined KPI measures. 5. Proven background in ICT where both fault ticket handling and fix have been prevalent. 6. Ability to influence, persuade and mobilize internal/external resources to fulfil customer requirements. Well organized and able to multi-task. 7. Good knowledge of Microsoft applications \xe2\x80\x93 Word, Excel, PowerPoint. 8. Ability to provide clear and concise reports/feedback to peers and management, adapting the style of communication appropriately to the audience/receivers. 9. Ability to influence and persuade multi-customer NOC teams on fault ticket quality to fulfil field engineer requirements. Job Type: Contract Salary: RM2,500.91 - RM3,500.79 per month Experience:

• fast-moving dispatch department, ideally in an 1st Level NOC: 1 year (Preferred)
• decipher technical information on fault tickets and dispatch: 1 year (Preferred)
• ICT where both fault ticket handling and fix: 1 year (Preferred)
• NOC teams on fault ticket quality to fulfil field engineer: 1 year (Preferred)
• Microsoft Office: 1 year (Preferred)