Technical Service, Senior Engineer - SPTEL

• SME (Subject matter expert) for the implemented digital transformation which consists of
• - SDWAN (Fortinet)
• - Cloud Firewall (Fortinet)
• - Enterprise router and switch (Fortinet)
• - Enterprise Wifi (Ruckus)
• Provide consultancy and respond to any integration issue that may arise. Work with internal project team and field engineers to provide resolutions.
• During the transition period, provide consultancy and orientate customer to the deployed infrastructure, training may be needed to customer's IT department.
• Review current project progress and work together with customer solutions specialists to propose the next phase of digital transformation.
• Partner with network operation center team to perform service management on the assigned project, which includes:
• a. Collate all monthly reports, perform service analysis, highlight precedence month service incidents, update on incidents tracking.
• b. Plan and scheduled project activities, plan for improvement if any, ongoing service review and improvement.
• c. Quarterly review on service performance, highlight on bottlenecks, security compliance review, propose any recommendation on performance enhancements if any.
• Will serve as the main point of contact, if any further clarification is needed, the Network Operations Center team will raise a ticket.
• Act as a customer advocate within Company, ensuring their needs are represented and prioritized.
• Provide actionable insights from customer feedback and project outcomes to drive continuous improvement.
• Manage fault reports and coordinate internal teams to resolve issues promptly for key customers.
• Handle customer change requests, ensuring alignment with agreed SLAs and timely implementation.
• Compile and analyze monthly fault and change request reports, presenting insights and identifying trends.
• Maintain comprehensive records of customer interactions, project milestones, fault resolutions, and change requests.
• Provide actionable insights from customer feedback and project outcomes to drive continuous improvement.
• Any other ad-hoc duties as assigned by superior from time to time.
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Requirements

• Degree or Diploma in Telecommunication, Computer Engineering, or IT related field with experience in the telecommunications industry.
• At least 2 years working experience in IT/Telecommunications sales
• Experience with Fortinet SDWan, SDLan – Switches and Cloud virtual firewall
• Experience with MPLS circuits, SDWan, network routing, HA resiliency.
• Familiar with enterprise security compliance and practice.
• Understand firewall security and how it works in conjunction with SDWan overlay.
• Understand enterprise network setup, wired security, wireless security, directory services, root CA.
• This position shall be stationed at customer's premises during project roll out.
• Good understanding in networking, e.g. WAN/LAN, TCP/IP etc
• Familiar with site deployment of in-building telco's facilities and assets is preferred.
• Ability to work independently and collaboratively with contractors, colleagues, and Data Centre
• Independent, self-driven, highly customer focused and able to work under high-pressure environment especially during emergency restoration of services.
• Good communication skills, keen to learn and a team player.
• Possession of Project Management Professional (PMP) or Prince2 certification is preferred.
• Preferred to have experience on
• A. Ruckus Wireless AP, virtual SmartZone
• B. ZTNA
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