Provide Tier 2 technical support for enterprise network services, managing complex incidents and service requests within agreed service levels.
Perform incident investigation, troubleshooting, root cause analysis (RCA), and implement timely resolutions for network-related issues.
Serve as a technical escalation point for internal operations teams, Global Corporate customers, and business stakeholders.
Escalate unresolved or newly identified technical issues to Tier 3 engineering teams with complete technical analysis and supporting documentation.
Collaborate with customers across multiple regions to resolve technical issues while delivering a positive customer experience.
Coordinate with internal business units, overseas telecommunications operators, and technology partners to maintain service availability and operational excellence.
Work closely with technology vendors to troubleshoot and resolve issues relating to Customer Premises Equipment (CPE), including routers and switches.
Participate in 24×7 shift operations and provide standby support when required to ensure continuous service availability.
Maintain accurate incident records, technical documentation, and knowledge articles to support operational excellence and continuous improvement.
Continuously enhance technical knowledge by learning emerging networking technologies, operational best practices, and troubleshooting methodologies.
Contribute to process improvements and knowledge sharing initiatives to improve service quality and operational efficiency.
Undertake additional responsibilities as assigned to support evolving business and operational requirements.
Skills for Success
Willingness to participate in rotating 24×7 shift operations and standby support when required.
Diploma or Bachelor's degree in Computer Science, Information Technology, Computer Engineering, Telecommunications, or a related discipline, or an equivalent combination of relevant education and experience.
Experience in network operations, technical support, or incident management is preferred.
Experience supporting enterprise networking environments and customer-facing technical operations will be an advantage.
Knowledge of IP networking fundamentals and enterprise network technologies.
Understanding of network troubleshooting methodologies and incident management processes.
Familiarity with Customer Premises Equipment (CPE), including routers and switches.
Experience supporting networking technologies from vendors such as Cisco and Juniper is advantageous.
Understanding of incident lifecycle management, root cause analysis, and service restoration practices.
Knowledge of IT service management (ITSM) processes and ticketing systems is preferred.
