Job Responsibilities
- Provide 24 X 7 technical assistance via phone,
- Troubleshoot CPE issues, Mobile Broadband, Web/Mail Hosting/setup, co-location and other ISP related products and services
- Coordinate with other departments and handle internal escalations
- Attend to faults and escalate if necessary. Common faults are outages, server failure, router, switch etc.
- Manage monitoring systems (eg. bandwidth monitoring, link monitoring, DDOS notification etc)
- Provide after-hours technical assistance to Data Centre (eg. handle customer visits, reboot server, DDOS issues, etc)
- Coordinate with other departments for basic troubleshooting support
- Ensuring alert for major project is being follow up closely and ensure that relevant department is being updated of the progress
- Ability to adapt quickly to ever changing priorities and handle multiple tasks simultaneously
Job Requirements:
- Degree/Diploma or equivalent with NOC experience
- Minimum 2 years of experience in a support/service environment with a keen interest in Internet Technology
- Preferably with CCNA certification or other network certifications
- Customer oriented, motivated and driven to explore new ways of doing things
- Team worker with good interpersonal, communication and writing skills
- Able to work within constraints and meet service levels
- Willing to accept new challenges and responsibilities
- Highly motivated with initiative
- Willing to work on rotating shift, inclusive of weekends and public holidays
- Customer focused attitude with ability to explain technical information to non-technical people with compassion
- Outstanding communication skills in English, both written and verbal
