SNOC L1 Support Engineer

Are you ready to get ahead in your career?

• We want to empower you to turn your ambitions into achievements.
• We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
• Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
• To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?​

What are you accountable for?

• 24x7 Proactively monitor, response, perform 1st level technical support, escalate and follow up alerts/tickets for network or security alert and escalate to a higher tier analyst/team lead in accordance with relevant processes - using various media such as calls, emails and WhatsApp.
• Manage customer security or network related inquiries/complaints via pre-defined support channels
• Prepare, verify and submission on security and network performance report for Managed Network Services customers.
• To own authority of SR/Issue ticket and make sure ticket response time and follow up to meet SOP among Internal engineering team, customer and Sales.
• To assist senior SNOC engineers on certain project as part of career improvement plan.
• Perform the daily health checks for network and security tools and appliance monitored.
• To analyse the potential cyber breaches, response and escalate the security incident to Customer
• Understand the ISO and SOP requirement in the operation.
• Perform checking for network or security equipment, testing, configuration.
• Check stock and spare unit and stock are minimum quantity at emergency SNOC stock place.
• Keep self-updates on current cyber security trends and news
• Review own KPI and job role and constantly provide suggest to senior for improvement

What do you need to have for this role?

• Degree in Computer Science, Information Systems/ Technology, Communications Management, Network Operations/Management, Network Security/Information Security, Cyber Forensics/equivalent.
• Work experience 0-2 years.
• Certification: CEH, CCNA, and equivalent
• Good working knowledge of security assessment tools and log analysis and SIEM tools.
• Good working knowledge of risk management principles, security governance, security operations, monitoring, incident management and security technologies such as system hardening (Windows / Linux OS), IDS / IPS (Sourcefire), and firewalls (Fortigate, Checkpoint, Palo Alto, Cisco, etc.)
• SNOC Level 1 post support flow and troubleshooting guideline.
• Network Infra and customer network monitoring and Ticketing System. Communication – Articulate technical information clearly & accurately without miss communication to others.
• Analytical & Problem solving – identify root cause & make straight forward decision based on pre-defined options using clear criteria / procedures on day-to-day operation. Consult with others for resolution when criteria are not clear.

What’s next?

• Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
• Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.