Kerja Sepenuh Masa, Network - Telephony Engineer (L2) di Accenture Southeast Asia Federal Territory - Maukerja

Role Summary

We are looking for a Network & Telephony Engineer (L2) to support and maintain enterprise network infrastructure and telephony services across regional operations. The role is responsible for incident resolution, operational support, troubleshooting, monitoring, and continuous improvement of LAN/WAN, wireless, voice, and collaboration platforms to ensure stable and secure IT operations.

The engineer will work closely with infrastructure teams, service desk, vendors, and business stakeholders to maintain SLA-driven support services and support ongoing transformation initiatives.

Key Responsibilities:

Network Operations & Support

• Provide Level 2 support for enterprise network infrastructure including LAN/WAN, wireless networks, VPN connectivity, Internet and MPLS circuits, firewalls, and network security devices.
• Troubleshoot network incidents, outages, and performance degradation.
• Monitor network health, utilization, and capacity using monitoring tools.
• Perform network configuration changes, patching, and upgrades.
• Support network failover and disaster recovery activities.
• Coordinate with vendors and telecom providers for issue resolution and escalations.
• Ensure network documentation, diagrams, and SOPs are updated regularly.

Telephony & Voice Support

• Support enterprise telephony and voice infrastructure including IP Telephony, SIP trunk services, contact center platforms, call routing and IVR, softphones, and voice gateways.
• Troubleshoot voice quality issues, call failures, latency, and telephony outages.
• Support telephony user provisioning, extension management, and call flow configuration.
• Maintain and support platforms such as Cisco Call Manager (CUCM), Microsoft Teams Telephony, Amazon Connect, and Avaya/Genesys PBX systems.
• Coordinate with telecom carriers for voice circuit and DID-related issues.

Incident, Change & Problem Management

• Handle incidents, service requests, and changes within agreed SLA timelines.
• Participate in major incident management and bridge calls during outages.
• Perform root cause analysis and preventive action recommendations.
• Ensure compliance with ITIL processes and operational governance.

Security & Compliance

• Ensure network and telephony environments comply with security and compliance standards.
• Support vulnerability remediation and patch management activities.
• Assist with firewall rule reviews and access control validations.

Continuous Improvement

• Identify automation and optimization opportunities within network and telephony operations.
• Support infrastructure transformation and modernization initiatives.
• Contribute to operational reporting, KPI tracking, and service improvement plans.

Required Skills & Experience:

Technical Skills

• Strong knowledge of TCP/IP, DNS, DHCP, VLAN, Routing & Switching.
• Experience with VPN, firewall technologies, and wireless networking.
• Understanding of QoS and voice networking concepts.
• Experience supporting Cisco, Aruba, Fortinet, or Palo Alto environments.
• Familiarity with Cisco CUCM, Amazon Connect, Teams Telephony, and Avaya platforms.
• Familiarity with SIP, PRI, VoIP technologies and network monitoring tools.
• Experience with ITSM platforms such as ServiceNow.
• Basic scripting or automation knowledge is an advantage.

Operational Skills

• Strong troubleshooting and analytical skills.
• Ability to manage multiple incidents and priorities in a fast-paced environment.
• Experience working within SLA/KPI-driven operations.
• Good communication and stakeholder management skills.

Qualifications

• Degree or Diploma in Information Technology, Computer Science, Telecommunications, or related field.
• 3–6 years of experience in Network and/or Telephony support operations.
• Certifications such as CCNA, CCNP, Fortinet NSE, Microsoft Teams Voice, or ITIL Foundation are an added advantage.

Preferred Experience

• Experience supporting regional or global infrastructure environments.
• Experience in shared services, managed services, or service delivery environments.
• Exposure to cloud networking and hybrid infrastructure environments.
• Experience supporting contact center telephony environments.

Key Performance Indicators (KPIs)

• SLA compliance
• Incident response and resolution time
• Network and telephony availability
• Change success rate
• Customer satisfaction (CSAT)
• Reduction in recurring incidents
• Operational documentation compliance