Technical Support (Korean or Japanese Speaker)

Technical Support (Korean or Japanese Speaker)

eTeam Inc
Kuala Lumpur
1 - 10 Years
Not Specified

Job Description

Candidates who are well versed in either Japanese or Korean language are highly preferred. 

Key Responsibilities:

• Day to day handling of customer Emails and phone calls for fault reporting and inquiries
• Contribute to Key Performance Indicators in relation to the performance of the networks, infrastructure, applications, products and services supplied and operated by Telstra
• Under the general guidance and the direction of more senior technical staff, deliver technical support in relation to a range of complex products and services, network, and infrastructure elements.
• Work within a defined set of relevant product/network procedures, standards and practices
• Deliver outcomes by implementing a course of action identified from a general range of solutions
• 1st call Assist in providing technical support in the investigation and rectification of complex incidents
• 1st call Assist in basic troubleshooting on technologies such as ADSL, Ethernet, IPVPN, VoIP
• Manage the in-coming calls and create SNI tickets within committed Response times and Service Level Agreement (SLA).
• Timely provide updates to customers on all RFO cases within the committed SLA, low priority case is not being escalated
• Daily updates reasons for aging tickets and difficulties handling complex tickets

Qualifications:

• Excellent problem solving of moderate complexity and good knowledge of the OSI 7 Layers.
• Maintaining stakeholder relationships and some experience in a specialist field of IP, Transmission, Cloud, Security, etc.
• Experience of the first line maintenance and alarm monitoring for network devices such as Cisco, Juniper and Foundry devices.
• Good Hands-on Experience of technologies and protocols such as Ethernet, MPLS, ADSL, SDH, VoIP, and layer 3 protocols such as TCP/IP, BGP, OSPF.
• Good understanding of incident and jeopardy management to work with relevant teams during Major outages for restoration and provide updates to customers appropriately and regularly.
• Exposure & Trained on Cisco CCNA Routing & Switching/Security, Juniper, ITIL Foundation as minimum standard as a minimum. CISSP, CCNP is a plus.

About eTeam Inc

eTeam, Inc., founded in 1999 and is headquartered in New Jersey, provides business and information solutions to Fortune 1000 clients, government agencies, large integrators, and IT consulting firms. We offer strategic consulting services; and global contingent workforce management services, including industry/technology advisory, project insourcing, component outsourcing, contingency staffing, human capital hiring, contract to hire, pay rolling, and pass-through management

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