Kerja Sepenuh Masa, Network Operations Center Engineer (Japanese Speaker) di Accenture Southeast Asia Federal Territory - Maukerja

Role Purpose

In this role, you will be the first point of contact for customers reporting network and connectivity issues across a range of products and services. The role focuses on resolving customer-reported faults, ensuring SLA adherence, and improving overall customer service experience.

Key Responsibilities:

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

Technical Requirements and Qualifications:

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, 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.

Experience:

• 1–3 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.

Certifications (Good to Have):

• CCNA / CCNP.
• ITIL Foundation.
• Juniper, CISSP (advantage).

Language Requirement:

• Fluent in English plus one of the following: Japanese.

What Makes You Successful in This Role:

• 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.