QUALIFICATIONS:

• Graduates in relevant fields of studies (IT, Infocomm, Com Science, Etc..)
• Ability to communicate fluently and write in the English language
• Candidates with CCNP certification are preferred.
• People with 1-2 years of IT related working experience are preferred.
• Looking for candidates will a strong interest/passion to learn and grow in the technology space.
• Candidate should be customer oriented and able to communicate in a clear and concise manner.
• Candidates should be willing to perform after office hours activities and standby duties
• Existing knowledge/certification for network operations including network, wireless, security technologies will be an added advantage.
  

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JOB REQUIREMENTS

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EXPERIENCE:

Not Specified

Operations & Maintenance

• Daily operational health checks for the IT infrastructure.
• Monitor alarms & report to customer via email/mobile (if any major severity seen.)
• Firmware update & patch management and ensure that the environment is bug/vulnerable free by keeping system with up-to-date software.
• Creation of change request plan and submit to customer operation manager or supervisor for review and approval.
• Maintain, track and update physical and logical diagram changes.
• Manage & track all cabling/ patching records.
• Work and liaise with appointed partners/vendor for necessary site survey and discussions.
• Preparing weekly ticket tracking list for outstanding & resolved tickets.
• Prepare and provide monthly equipment status (system events, severity alerts, violations, overall status, etc..) report to customer.
• Work with appointed vendors and internal stakeholders to ensure internal audit compliance.
• Ensure that all correspondence with customers is performed in a prompt and courteous manner.
• Work closely with various team of engineers (internal & external) for troubleshooting.
• Ownership on critical incidents for customers to deliver resolution within SLA.
• Troubleshoot production issues and network/security problems to fix any infra related issues and work with principal vendors and customer to provide the resolution within the proposed timelines.
• Perform L3 escalation to appointed partner and/or principal vendor.
• Performing RMA for hardware failures and replacement in production environment
• Perform health checks for the critical environments and ensure the systems running up to the standard and no potential failures.
• Setup staging and simulation for customer activities for critical jobs before actual tasks in production environment.
• Able to follow and meet customer SLA for all the incidents and requests.
• Take ownership of incidents and service delivery in customer’s environment.
• Undertake escalation for networking related matters from desktop engineers, perform troubleshooting and hardware field replacement works for customers.
• Responsible for updating technical documentations for configuration changes.
• Responsible for opening and closing of support tickets in ServiceNow Platform providing timely updates to customer and service delivery manager for support cases that has been allocated to you.

Administrative

• Raising Change Request (CH), Service Request (SR).
• Update CH to customer ITSM platform after each change.
• Update master equipment inventory list once new equipment is deployed or RMAed.