Accenture Southeast Asia Hiring! Full Time Network Operations Center Engineer in WP Kuala Lumpur - Ricebowl

Role Purpose

In this role, you will be the first point of contact for customers reporting network and connectivity issues across a range of products and services. The role focuses on resolving customer-reported faults, ensuring SLA adherence, and improving overall customer service experience.

Key Responsibilities

• :Day to day handling of customer emails and phone calls for fault reporting and inquirie
• sContribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products and services supplied
• .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 practice
• sDeliver 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

.
Technical Requirements and Qualification

s:
Technical Knowled

ge:You should have hands-on exposure or working knowledge

• in:WAN, LAN, and network fundamentals (OSI layers, TCP/I
• P).Protocols: HTTP, HTTPS, FTP, SSH, Teln
• et.Technologies: Ethernet, MPLS, ADSL, SDH, IPVPN, Vo
• IP.Basic understanding of routing protocols such as BGP and OS
• PF.Incident management in a NOC or technical support environme
• nt.Exposure to Cisco or Juniper devices is an advanta
• ge.Understanding of Cloud, Security, or Contact Centre technologies is a pl
• us.Hands-on experience with PABX or PBX systems will be an added advanta

ge.
Experie

• nce:1–3 years in Technical Support, NOC, Telecom Support, or Service Desk ro
• les.Experience in handling network incidents and troubleshooting connectivity iss
• ues.Familiar with ITIL or structured incident management proces

ses.
Certifications (Good to H

• ave):CCNA /
• CCNP.ITIL Founda
• tion.Juniper, CISSP (advant

age).
Language Requir

• ement:Good in English plus one of the following: Cantonese or Mandarin (Traditional and/or Simpli

fied).
What Makes You Successful in Thi

• s Role:Strong problem-solving skills and ability to work under pr
• essure.Customer-focused mindset with a sense of u
• rgency.Ability to multitask and manage multiple incidents a
• t once.Good communication skills to explain technical issues clearly to cus
• tomers.Independent, proactive, and a strong team
• player.Comfortable working in shift enviro