Network Technical Support (English, Mandarin and Cantonese Speaking Local)

  • Job Number: 10074730-001
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Kuala Lumpur
  • Opening date: 05/12/2018 04:00 PM AEST
  • Closing date: 19/12/2018 03:55 AM AEST
  • Applications close in: 1 days time

At Telstra, the customer is at the heart of everything we do. That is why we make sure that we provide a seamless customer experience to our customers all over the world. Our aim is to connect everything to everyone, which is why constantly looking for new growth opportunities and emerging technologies to improve the way we deliver services.

In order to be the best at what we do, we are always looking for top talents who can be part of our team – people who are passionate to deliver exceptional customer service. Think you’ve got what it takes to handle this challenging yet exciting role? Then, apply now!

We are looking for a Network Technical Support (English, Mandarin and Cantonese Speaking Local) for our Malaysia office who will assist in the delivery of advanced technical services, solutions and support to the networks, infrastructure, applications, products and services supplied and operated by Telstra.

Specifically, this role will be responsible on the following:

  • Day-to-day handling of customer e-mails and phone calls for fault reporting and inquiries
  • Contribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products and services supplied and operated by Telstra
  • Under the general guidance and direction of more senior technical staff, deliver technical support in relation to a range of complex products and services, network and infrastructure elements
  • Work within a defined set of relevant product / network procedures, standards and practices
  • Deliver  outcomes by implementing a course of action identified from a general range of solutions
  • 1st call Assist in providing technical support in the investigation and rectification of complex incidents
  • 1st call Assist in basic troubleshooting on technologies such as ADSL, Ethernet, IPVPN & VoIP
  • Manage the in-coming calls and create SNI tickets within committed Response times and SLA
  • Timely provide updates to customers on all RFO cases within the committed SLA, low priority case is not being escalated
  • Daily updates reasons for ageing tickets and difficulties handling complex tickets

Qualifications are as follows:

  • Working knowledge or solid understanding of Network operations (WAN, LAN) with experience with other common Internet Protocols & Technologies; OSI Layers, HTTP, HTTPS, FTP, Telnet, SSH and NNTP  - ADSL, IPVPN, Ethernet, SDH, IPL, VoIP, CUCDM, Internet, Cloud, Security, Contact Centre Solutions, SDWAN, Microsoft etcMaintaining stakeholder relationships and some experience in a specialist field of IP, Transmission, Cloud, Security etc.
  • Good knowledge of Network operations WAN, LAN, Hub & Spoke Design and had relevant technical experiences with other common Internet Protocols & Technologies; HTTP, HTTPS, FTP, Telnet, SSH and NNTP - ADSL, IPVPN and Transmission knowledge on Ethernet, SDH and IPL technologies.
  • Good Knowledge on other technologies, such as Security- DMVPN, Cloud-IBM, Amazon and Microsoft, Video Conferencing, Voice over IP, CUCDM and UCC contact centre solution as a plus.
  • Basic understanding of incident creation, management and resolution to customers’ satisfaction
  • Working experience in troubleshooting & configurations of CISCO hardware is a plus

 

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

Apply Now
  • Job Number: 10074730-001
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Kuala Lumpur
  • Opening date: 05/12/2018 04:00 PM AEST
  • Closing date: 19/12/2018 03:55 AM AEST
  • Applications close in: 1 days time