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This job is for a Network Engineer at Level 2. You might like this job because it involves advanced technical support, handling customer escalations, and working with technologies like Aruba, Cisco, and Juniper. Good Communication skills and IT proficiency are key.
Undisclosed
UOA, Kuala Lumpur, Malaisie - Malaysia, Kuala Lumpur
Job Description
about the role
CASE MANAGEMENT FOLLOW UP AND RESOLUTION
The L2 Network Engineer:
- Manage ticketing tool to track, update and process customer cases daily.
- Acknowledge incidents within agreed SLA.
- Provide advanced technical support to ensure service delivery or service restoration.
- Transfer/Relay cases to other support entities for either remote or on-site intervention.
- Ensure that service level agreements are met for all requests delivery and incident resolution.
- Contribute in the handling and resolution of customer escalations.
INCIDENT MANAGEMENT
The L2 Network Engineer:
- To manage customer issues and or requests relating to the customer infrastructure according to Service Level Agreement and standard incident management processes. These technologies may include but are not exhaustive to Aruba, Cisco and Juniper.
TECHNICAL SUPPORT
- Support Field engineers and customers for service requests, regularly providing updates of status.
- Ensure configuration/migration on backbone and customer sites remotely for activation of customer services.
- Verification of router, switches and network nodes configurations and correct where required as per perimeter and engineering rules.
- Migration and upgrade of equipment.
- Ensure customer acceptance tests are performed successfully.
- Ensure Supervision of equipment is activated/deactivated where required.
- Update CI tools (Configuration Items) after each operation performed.
- Appropriately categorize, prioritize, and escalate incidents and service requests which resolution is not found.
- Ensure resolution is performed within the defined SLA levels.
TECHNICAL SUPPORT
- To handle changes and requests on customer's network infrastructures & technologies with respect to the defined Service Level Agreement.
- Change may be initiated following customer or internal requests.
- Participate in daily team meetings to discuss and address concerns related to backlog.
about you
IT Proficient:
- Good experience on Network, Security, Firewall environment.
- Perform Configuration changes / Technical support on new technologies SDWAN/SDLAN and on traditional network (CE / PE routers / Managed LAN devices like switches, WLC’s, AP’s)
- Excellent Knowledge on networking concepts like routing protocols (BGP, OSPF, MPLS) and switching services such as (but not limited to) STP, VLAN and LACP/HSRP
- Ensure changes does not compromise overall customer LAN & WAN integrity.
- Excellent Knowledge on Extranet/Internet protocols (TCP-IP, SMTP/POP, DNS, Proxy etc.)
- Offer crucial support in troubleshooting problems related to STP, Wireless, Voice and WAN networks.
- Working knowledge of the operation and maintenance of enterprise-wide networks.
- Mentor junior NOC team members, offering training and performance feedback.
- Strong verbal and written communication skills
- Conversant with MS Office Software Suite: Word, Excel, Outlook etc.
Knowledge:
- A very good knowledge of the following technologies: Cisco, Cisco Viptela, Aruba, VMWare VeloCloud, Wifi-Controller, IOT Virtual Controller, DHCP, IPAM, Telephony (Ring Central/Audio Code), AWS.
- Process and Standards
- Support/service Organization
- Customer Relationship Management
- Good concept of Incident and Change managementd
Abilities:
- Excellent customer facing skills are required.
- Excellent troubleshooting and analytical skills.
- Good time management, and organizational skills.
- Teamwork uses a team approach to solve problem when appropriate.
- Ability to build relationships with peers and management levels and customers.
- Flexibility in terms of working hours.
- Results driven/orientated, and problem-solving skills.
- Willingness to learn and expand knowledge.
- Expert troubleshooting and incident resolution
- Good Coaching and training Skills
additional information
Minimum degree in IT or Telecommunications
ITIL V3 or V4 Foundation optional but desirable
CCNA, CCNP (Security Certification optional but desirable)
2 years or more as IT Customer Support Engineer or IT Administrator or Security/Network Engineer or 2 years or more in a similar role
department
Global Delivery & Operations
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business
contract
Regular
Job Requirements
Company Benefits
Condusive environment
A pleasant working atmosphere, stimulating projects, flexible working and buildings that promote employees' well-being.
Career development
Orange gives everyone the opportunity to show their added values and improve their skills!
Diverse opportunities
At Orange, we firmly believe in the value of diversity and inclusion within a company for driving innovation, well-being and performance.
Additional Info
Company Activity
Last active - few hours ago
Experience Level
0 - 10 Years of Experience
Company Profile
Orange
We're a leading telecommunications operator and digital service provider. We serve 287 million customers (as of 31 December 2023), individuals, professionals, and large companies: and are one of the world's foremost telecommunications operators for multinational companies, under the Orange Business brand.
Source: orange.com