Category
Engineering
Location
Cyberjaya
Start
Immediate
Employment
Full Time
Remuneration
Company
IX Telecom Sdn Bhd
About IX Telecom
IX Telecom is a global, award-winning Virtual Network Operator (VNO) that offers internet connectivity, SD-WAN, and managed services. Our solutions can be deployed in more than 200 countries and territories to support global businesses.
We provide a seamless, more innovative network and internet access experience to ISPs, system integrators, agencies, financial institutions, MNCs, airlines and embassies worldwide. Delve into borderless connectivity with IX. Join us by applying for the job vacancy below.
Job Description
Overview
As a Technical Support team lead, you will play a crucial role in leading Level 2/3 engineers responsible for diagnosing and resolving technical faults. Your support is vital to backbone and access networks, and your coordination with vendors and partners is integral to our operations. Your exposure to ZTE GPON/NGT systems and basic DWDM operations will be highly valued.
Key Responsibilities
Technical Supervision
- Lead troubleshooting of escalated technical issues (IP, SD-WAN, IEPL)
- Monitor and validate network health via dashboards/tools
- Coordinate directly with upstream providers for issue resolution
Shift Management
- Assign and track tasks within the technical support team
- Ensure smooth shift handovers with detailed technical notes
- Maintain compliance with internal SLA and escalation policies
Documentation & Escalation
- Document incident resolutions and update the knowledge base
- Escalate unresolved cases to the NOC Manager with detailed notes
- Generate shift summary reports
Mentoring & Quality Control
- Provide technical coaching to junior engineers
- Conduct ticket audits to ensure technical accuracy and response quality
Training & Improvement
- Mentor junior engineers on protocols and ZTE systems
- Drive continual improvement through feedback and SOP updates
Qualifications
Education & Certifications
- Diploma or Bachelor’s in Networking/Engineering
- CCNA required; CCNP or vendor-specific certifications (ZTE, Huawei) are an advantage
Experience
- 2–3 years in a technical NOC or telco troubleshooting environment
Technical Skills
- Familiarity with routing, switching, SD-WAN AN, and IP Transit
- Proficiency with Zoho Desk, Wireshark, LibreNMS, and incident monitoring platforms
- Experience with ZTE GPON configurations, provisioning, and diagnostics
- Familiarity with ZTE NGT platform and network service orchestration
- Understanding of DWDM transmission systems, fibre optics, and ZTE OTN equipment
- Ability to coordinate fault isolation and recovery in ZTE optical network elements
Soft Skills
- Strong critical thinking, communication, and ticket management ability
