全职 Network - Telephony Engineer (Mandarin Speaker) 工作, 薪水, Accenture Southeast Asia Federal Territory 公司招聘中 - Ricebowl

Role Summary

We are looking for a Network & Telephony Engineer (L1/L2) to support and maintain enterprise network infrastructure and telephony services across regional operations. The role is responsible for incident resolution, operational support, troubleshooting, monitoring, and continuous improvement of LAN/WAN, wireless, voice, and collaboration platforms to ensure stable and secure IT operations.

The engineer will work closely with infrastructure teams, service desk, vendors, and business stakeholders to maintain SLA-driven support services and support ongoing transformation initiatives.

Key Responsibilities:

Network Operations & Support

• Provide Level 1/ Level 2 support for enterprise network infrastructure including LAN/WAN, wireless networks, VPN connectivity, Internet and MPLS circuits, firewalls, and network security devices.
• Troubleshoot network incidents, outages, and performance degradation.
• Monitor network health, utilization, and capacity using monitoring tools.
• Perform network configuration changes, patching, and upgrades.
• Support network failover and disaster recovery activities.
• Coordinate with vendors and telecom providers for issue resolution and escalations.
• Ensure network documentation, diagrams, and SOPs are updated regularly.

Telephony & Voice Support

• Support enterprise telephony and voice infrastructure including IP Telephony, SIP trunk services, contact center platforms, call routing and IVR, softphones, and voice gateways.
• Troubleshoot voice quality issues, call failures, latency, and telephony outages.
• Support telephony user provisioning, extension management, and call flow configuration.
• Maintain and support platforms such as Cisco Call Manager (CUCM), Microsoft Teams Telephony, Amazon Connect, and Avaya/Genesys PBX systems.
• Coordinate with telecom carriers for voice circuit and DID-related issues.

Incident, Change & Problem Management

• Handle incidents, service requests, and changes within agreed SLA timelines.
• Participate in major incident management and bridge calls during outages.
• Perform root cause analysis and preventive action recommendations.
• Ensure compliance with ITIL processes and operational governance.

Security & Compliance

• Ensure network and telephony environments comply with security and compliance standards.
• Support vulnerability remediation and patch management activities.
• Assist with firewall rule reviews and access control validations.

Continuous Improvement

• Identify automation and optimization opportunities within network and telephony operations.
• Support infrastructure transformation and modernization initiatives.
• Contribute to operational reporting, KPI tracking, and service improvement plans.

Required Skills & Experience:

Technical Skills

• Strong knowledge of TCP/IP, DNS, DHCP, VLAN, Routing & Switching.
• Experience with VPN, firewall technologies, and wireless networking.
• Understanding of QoS and voice networking concepts.
• Experience supporting Cisco, Aruba, Fortinet, or Palo Alto environments.
• Familiarity with Cisco CUCM, Amazon Connect, Teams Telephony, and Avaya platforms.
• Familiarity with SIP, PRI, VoIP technologies and network monitoring tools.
• Experience with ITSM platforms such as ServiceNow.
• Basic scripting or automation knowledge is an advantage.

Operational Skills

• Strong troubleshooting and analytical skills.
• Ability to manage multiple incidents and priorities in a fast-paced environment.
• Experience working within SLA/KPI-driven operations.
• Good communication and stakeholder management skills.

Qualifications

• Degree or Diploma in Information Technology, Computer Science, Telecommunications, or related field.
• 3–5 years of experience in Network and/or Telephony support operations.
• Certifications such as CCNA, CCNP, Fortinet NSE, Microsoft Teams Voice, or ITIL Foundation are an added advantage.

Preferred Experience

• Experience supporting regional or global infrastructure environments.
• Experience in shared services, managed services, or service delivery environments.
• Exposure to cloud networking and hybrid infrastructure environments.
• Experience supporting contact center telephony environments.

Key Performance Indicators (KPIs)

• SLA compliance
• Incident response and resolution time
• Network and telephony availability
• Change success rate
• Customer satisfaction (CSAT)
• Reduction in recurring incidents
• Operational documentation compliance