Network Support

Detailed Job Description
Job Title: Network Support Executive
Reporting To: Team Leader
Salary:
Hours: Permanent Full Time, 12 Hours Shift (4 on, 4 off)
Location: TSGI Cyberport, Cyberjaya


Purpose Of The Position

TSGN is a leading VSAT service provider in Malaysia. The company has widened its horizon to multiple countries in South East Asian (SEA) region. With thousands of VSATs installed across the nations, a network support executive is the company’s front liner; providing first level post-sales support, assisting Network Engineer and Field Support Engineer on troubleshooting to minimize downtime. As a company’s front-liner, network support executive shall possessed good communication skills and customer-oriented minded.

Responsibilities & Duties
  1. Responsibility – Respond, identify, diagnose and to resolve Tier 1 (T1) network related issue. Basic IT and network knowledge/skill is required. Staffs need to be able to use TSGN internal Network Management System (NMS) and Radio Frequency (RF) system hardware/software.
    • Work standard – T1 network related issues to be responded accordingly within 4 Hours the issues reported.
  2. Responsibility – Coordinate and manage escalation of T1 issues to respective Field Support teams. Staffs need to be able to use TSGN internal Customer Relationship Management (CRM) software with individual access to assist in escalating issue.
    • Work standard – T1 network related issues to be escalated (if necessary) to the respective Field Support teams within 4 Hours the issues reported and to be closed within committed SLA timeline.
  3. Responsibility – To assist in provisioning new VSAT remotes. Staffs need to be able to use TSGN internal NMS and RF hardware/software to assist Field Support team to bring the new VSAT remote to service. Also required is the knowledge to perform Cross-Polarization Isolation (CPI) test with satellite provider.
    • Work standard – A new VSAT remote should be brought to service within 3 days (Peninsula Malaysia)/5 days (East Malaysia) from the day SO received (shall depend on customer request).
  4. Responsibility – Participate in 24x7 shift work schedule.
    • Work standard – Full attendance for the shift work schedule. Staff is entitled for 14 days of Annual Leave.
Academic & Trades Qualifications
Essential Desirable
Degree in IT (or relevant) Certificate in Cisco Certified Network Associate (CCNA)

Certificate in Microsoft Certified Solutions Expert (MCSE)
Work Experience & Skills
Essential Desirable
Experience working within a call centre environment Experience working within a VSAT service provider environment
Experience working within a call centre environment Experience working within a VSAT service provider environment
Knowledge for IP Network
  • knowledge on routers & switches
  • basic IP trouble-shooting

Knowledge of Network monitoring tools
Multi – Tasking
Personal Qualities & Behavioural Traits
Essential Desirable
Excellent Written and verbal communication skills Attention to detail
Problem solving skills Able to work under minimal supervision
Time Management
Relationships
With Purpose
1. Team Leader This position will be trained by the Team Leader with ongoing support and supervision
2. Network Engineer This position will be trained by the Network Engineer with ongoing support and supervision
3. Operation Manager This position will be trained by the Operation Manager with ongoing support and supervision