Network Support Tier 1.5 (Chinese Candidate)
Description
Salary: RM 3,000 – RM 4,000 per month
About the Role
We are seeking a proactive and detail-oriented Network Support (Tier 1.5) to support our daily network operations. The successful candidate will be responsible for monitoring network performance, conducting initial troubleshooting, managing incidents, and coordinating with relevant teams to ensure network service availability, stability, and performance.
Key Responsibilities
Monitor network performance, system alarms, and service availability to identify potential issues or service disruptions.
Perform initial troubleshooting, conduct preliminary investigations, and assist in identifying the root causes of network incidents.
Manage incident tickets by documenting reported issues, tracking progress, following up on outstanding cases, and escalating unresolved incidents to the appropriate technical teams.
Provide operational support to Tier 1 teams in diagnosing and resolving network-related issues.
Coordinate with internal technical teams, service providers, and external stakeholders to facilitate timely incident resolution.
Maintain accurate incident logs, operational reports, and shift handover documentation to ensure continuity of operations.
Monitor incident resolution progress and support compliance with established operational procedures and Service Level Agreements (SLAs).
Identify recurring network issues and highlight potential service risks for further investigation and improvement.
Requirements and Qualifications
Diploma or Degree in Information Technology, Computer Science, Networking, Telecommunications, or a related field.
Basic understanding of IP networking, LAN/WAN technologies, network infrastructure, and troubleshooting techniques.
Previous experience in a Network Operations Centre (NOC), Security Operations Centre (SOC), network support, or telecommunications environment will be an added advantage.
Strong analytical and problem-solving skills, with the ability to investigate issues systematically.
Good communication and coordination skills, with the ability to work effectively with technical teams and stakeholders.
Able to work independently while contributing effectively as part of a team.
Willingness to work on a rotating shift schedule, including weekends and public holidays where required.