Job Responsibility To provide a professional first technical point of contact for the customer and third party vendors. Diagnose fault - related incidents by effectively utilizing troubleshooting software and other network / product utility programs. Provide updates as needed to the customer in order to meet performance standards and contractual requirements. Ensure incidents are allocated to the most appropriate &aposnext step' as part of the incident flow process. Monitor incidents and perform both technical escalations and managerial escalations in line with company procedures. Monitor systems, customer networks and products and deal with alerts and events as appropriate. Liaise and refer issues to correct / relevant entities e.g other service desks, PTT, Carriers, Operations & Engineering teams and other vendors as appropriate. Document all troubleshooting and incident management actions via the electronic incident management system to the highest possible standard. Undertake any other reasonable task as assigned. About you Ability to work in international environment but with capability to work efficiently when needed. Ability to engage and partner with customer and internal staff as required. Ability to identify problems and analytically solve them to resolution as required and without stress. Ability to work in (virtual) team environment with internal and external organization and with customer. Proficient in English language for writing, reading and speaking. Additional information Education and experience requirements: Minimum qualification of Degree or Diploma or equivalent in IT Filed Able to communicate in English Professionally, Communicate in Cantonese and Mandarin Minimum 2 years of experience in Network Management Has a minimum 1 year of experience liaising with international customer. preferably certified with CCNA/CCNP or other relevant network certifications. Experience working with TELCO provider and product vendors would be a valuable addition. Relevant working experience and possess sound technical knowledge. Comprehensive technical troubleshooting and knowledge of any of the below technologies needs to be demonstrated Show more Show less