Customer Support Network Engineer - Malaysia

Zenlayer is looking for a CUSTOMER-SERVICE oriented Network Engineer to work in our Global Customer Service Center (GCSC). The Network Engineer will be responsible for ensuring timely response to tickets and maintaining a high level of availability of our IP Transit network and SDN services.

About Zenlayer

Zenlayer is an edge cloud services provider headquartered in Los Angeles and Shanghai with offices in Beijing, Hangzhou, Hong Kong, Mumbai, Singapore, Shenzhen and Taipei. Businesses utilize our software-defined platform to instantly enable worldwide connectivity and improve the digital user experience. We offer on-demand bare metal cloud, cloud networking, SD-WAN and managed services in more than 190+ data centers on six continents. At Zenlayer, we strive to be better every day by providing services that exceeds the expectations of those we serve. This includes internal and external customers!

Duties & Responsibilities:

• Open tickets, diagnose, and resolve Tier 1 and Tier 2 issues with Zenlayer and clients’ networks.

• Troubleshoot and resolve network congestion, routing changes, vendor issues

• Configure, program, provision, top of rack switches and core L3 switches / routers and SDN services

• Responsibility for the integrity of network infrastructure

• Create/maintain/improve network support documentation and processes

• Participate in on-call

• Plan, research and design robust network architectures for any IT projects

• Ensures the infrastructure is properly monitored within set thresholds and that alerts regarding net-work outages are addressed in a timely manner

• Provide timely issue resolution by evaluating, tracking, escalating, managing all requests/problems reported

Required Qualifications:

• Minimum of 3 years networking experience and current CCNA certification (CCNP preferred or equivalent)

• Advanced understanding of network protocols, firewalls, routers, switching, TCP/IP, STP and VLAN / VXLAN

• Experience supporting customer environments in a helpdesk/support capacity

• Knowledge of SDN technologies like OpenFlow a plus

• Experience with Juniper EX switches, Centec, Cisco switches

• Fanatical attention to detail, including spelling, grammar, punctuation, and capitalization

• Ability to follow directions

• Must possess excellent written/verbal communication skills and be a team player

• Must be very personable with customer service skills

• Able to solve complex technical problems while under pressure and interfacing with clients

• Must have great organizational skills

• Able to multitask, prioritize responsibilities, and meet tight deadlines

• Ability to work in a fast-paced environment

• Self-motivated and able to work independently with minimal supervision

• Working knowledge of Microsoft Office Suite

• Availability nights/weekends as needed

• Fluent in Chinese Mandarin and English is a requirement

Additional Information:

• Work Location: Malaysia

• Job Type: Regular

• Benefit Eligibility: Yes

• Salary: Compensation package will be commensurate with experience.

• Zenlayer offers a competitive compensation package, including health, dental and vision insurance, paid holidays, vacation, personal and sick days, 401(k) plan, wellness benefits, etc.