Network Operations Support Senior Analyst - Cantonese speaking

senior

Other

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Quick Summary

Requirements Summary

Technical Knowledge You should have hands-on exposure or working knowledge in: WAN, LAN, and network fundamentals (OSI layers, TCP/IP) Protocols: HTTP, HTTPS, FTP, SSH, Telnet Technologies: Ethernet,

Technical Tools

Other

Responsibilities

~1 min read

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

Requirements

~1 min read

Fluent in English plus one of the following: Cantonese speaking

You should have hands-on exposure or working knowledge in:

WAN, LAN, and network fundamentals (OSI layers, TCP/IP)
Protocols: HTTP, HTTPS, FTP, SSH, Telnet
Technologies: Ethernet, MPLS, ADSL, SDH, IPVPN, VoIP
Basic understanding of routing protocols such as BGP and OSPF
Incident management in a NOC or technical support environment
Exposure to Cisco or Juniper devices is an advantage
Understanding of Cloud, Security, or Contact Centre technologies is a plus

2–4 years in Technical Support, NOC, Telecom Support, or Service Desk roles
Experience in handling network incidents and troubleshooting connectivity issues
Familiar with ITIL or structured incident management processes

CCNA / CCNP
ITIL Foundation
Juniper, CISSP (advantage)

Strong problem-solving skills and ability to work under pressure
Customer-focused mindset with a sense of urgency
Ability to multitask and manage multiple incidents at once
Good communication skills to explain technical issues clearly to customers
Independent, proactive, and a strong team player
Comfortable working in shift environments

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