Deskripsi Pekerjaan
Are you an expert in telecommunications infrastructure? Time dotCom Berhad is seeking a dedicated Technical Support Specialist to join our dynamic team. In this pivotal role, you will act as a second-level technical support specialist, focusing specifically on GPON (Gigabit Passive Optical Network) access networks. You will be accountable for diagnosing complex network issues, ensuring seamless connectivity for our customers, and maintaining high service standards. We are looking for a proactive problem solver who thrives in a fast-paced environment and is passionate about delivering exceptional technical solutions to our growing subscriber base.
As part of our technical operations, you will bridge the gap between field technicians and network engineering, ensuring that every service interruption is resolved efficiently and with minimal impact on the user experience. If you have a strong technical background and a commitment to excellence, we invite you to apply.
Tanggung Jawab
- Provide expert second-level technical support for GPON and FTTH network incidents and service outages.
- Diagnose and troubleshoot complex network connectivity issues to ensure optimal performance and stability.
- Monitor network health and analyze performance metrics to proactively identify and mitigate potential failures.
- Communicate technical solutions clearly and effectively to customers and internal stakeholders during escalations.
- Document all technical incidents, resolutions, and system configurations accurately in the ticketing system.
- Collaborate with engineering teams to implement network improvements and apply software patches.
- Ensure compliance with company technical standards, policies, and service level agreements (SLAs).
Kualifikasi
- Degree or Diploma in Telecommunications, IT, Computer Science, or a related technical field.
- Minimum 2-3 years of experience in technical support, specifically within the ISP or telecommunications sector.
- Strong understanding of GPON technology, FTTH architectures, and access network principles.
- Proficiency in TCP/IP, VLANs, routing, switching, and troubleshooting network equipment.
- Excellent analytical and problem-solving skills with a focus on diagnosing hardware and software faults.
- Strong customer service orientation and the ability to handle escalated queries professionally and patiently.