Overview

Responsibilities:

INSTALL

  • Based in central NOC, communicating with field installation engineers in real time, via phone and web-chat, while they are installing server in each school, to finalize deployment.
  • The engineer will be passed cases by 1st line technicians, where the server does not work properly first time. They will then need to work with the field installation engineer on the other end of the phone to diagnose and resolve the issues.
  • When call volumes are particularly high, the engineer may also take on the 1st line role: handling calls when they first come in to complete installation routinely and record appropriate data in the CMC.
  • The challenge on this task comes from the pace and volume of the incoming calls, as engineers around Malaysia install devices in schools. Engineers will be expected to work in a fast paced environment where the room for error is minimal.

 

MANAGED SERVICE

  • Work with the central management system, routinely monitoring a large fleet of server; reporting on issues in line with set SLA’s
  • React to alarms and carry out initial troubleshooting of issues. Escalate as needed.
  • Carry out routine appliance management tasks (eg backups)
  • Advise teachers in schools who need help configuring teacher-managed features (content management tasks)

 

AFTER-SALES SUPPORT

  • Provide first-line responses (taking phone calls, responding to online tickets), gathering relevant information and deciding on appropriate action, with significant high volume.
  • 2nd line support – resolve or diagnose routine customer issues. Ensure the customer enjoys a high quality support experience, that the support request is handled rapidly and to a high standard through to a conclusion.
  • Effectively communicate as necessary with engineers from other companies who are responsible for other kit in the school network, to resolve integration issues
  • Engineers are expected to complete initial troubleshooting and investigation in line with agreed SLA’s
  • The engineer is expected to resolve most routine customer problems, calling on 3rd-line support (expert Senior Support Engineers) for resolution of the most difficult problems.
  • Ad-hoc training and knowledge sharing to other members of the team.
  • Carry out diagnosis and repairs of products returned to our central workshop with suspected hardware faults

 

Requirements:

  • Bachelor degree in a specialist networks-related discipline or in a more general computer science type course with a significant amount of content dealing with network and internet technologies.
  • Min 4 years of work experience as a network support engineer or similarly working with networks. Familiar with help desk style support and working to set SLA’s.
  • Solid practical competence in networking and ideally with specific internet infrastructure technologies such as switches, routers, firewalls and webserver technologies.
  • Experience and keen interest in Linux (preferred) or other Unix.
  • Well practice using command-line tools for day-to-day tasks, managing files and machines, carrying out diagnostics work.
  • Solid communicator – good at explaining in a clear, structured way.
  • Thorough, organized – able to cope under pressure and work to tight deadlines.
  • Fluent in both English and Malay is required; additional languages suited to the region would be beneficial.