Permanent Vacancies in Zebra Technologies Malaysia Sdn Bhd

JD for NOC Analyst – L1

Department Description
APAC Solutions Support Center - Network Operations Center

Scope of Responsibilities/Expectations

• First point of contact for managed services customer.
• Provide support and escalation of issues within agreed procedures and service level agreements
• To proactively manage and monitor network performance on customer’s network within agreed SLA
• Monitoring alarms, opening case and perform first level troubleshooting on end-user devices such as handhelds, printers & WLAN issues.
• Respond to incoming issues either by monitoring tool /incoming calls / emails and log incidents in Incident Management tool accurately
• Escalate issue to NOC Support (L2) if issue is WLAN related or need to check further on the network issues for the store
• Respond to customers' requests efficiently and escalate to other functional technical teams as required.;
• Maintenance of knowledge base and documentation of NOC processes and procedures.
• To lead escalation meetings to promptly resolve customer’s issues.
• Perform ATP for new site deployment
• Escalate issue to NOC System Managers if first level troubleshooting does not resolve issue.
• Call to customer helpdesk to report issue and also provide/follow up for updates on NOC cases.(by phone ,email)
• Dispatch FST for hardware replacement if is determined to be hardware issue.

Specific Knowledge/Skills:

• Minimum Diploma or above in Telecommunication/Electronics Engineering / IT - Networking / MIS or related field of study.
• Minimum 1 year experience in a similar role as level 1 support in a 24x7 Network Operations Centre (NOC) or related customer support environment.
• Able to work well in a fast-paced changing and multi-national team environment.
• Excellent problem solving skills and take initiative in leading change to improve customer satisfaction
• Excellent time management. Highly responsible in addressing customer’s issues.
• Must be able to communicate effectively (verbal and written) both in English and Mandarin. Other language Korean/Japanese/Thai/Vietnamese is an advantage.
• Capable to communicate with customers and internal teams of all levels
• Willing to learn proprietary technology effectively without formal training and complete certifications as required.
• Willing to work on shift and local public holidays as required.
• Willing to work in 24x7 operation hour

Just note that this is a permanent position however candidate should have good communication skills and hold relevant IT degrees for the technical and NOC position.

Interested candidates please email resume to Joel John at JTRM83@zebra.com

www.zebra.com