Network Support Engineer

Malaysia

Who is Coevolve?

Coevolve is a leading global provider of managed telco-independent Software Defined WAN (SD-WAN), Secure Access Service Edge (SASE), and cloud and multi-cloud networking solutions to enterprises. Providing services in more than 80 countries, enterprises entrust Coevolve to provide secure and reliable connectivity to wherever they operate, deliver digital transformations quicker, and improve key business applications at dramatically reduced costs. 

Today, we are pushing the boundaries of traditional network management through AI and machine learning to deliver more value, actionable insights, and capabilities to enterprise network management with Coevolve Smart Services. With our Smart Services portfolio, we can proudly say that Coevolve represents the next generation of co-managed digital infrastructure specialists, ensuring we continue to be market-leading and at the forefront of Networking solutions across the globe.

Our people at Coevolve are smart, tenacious, passionate, and dedicated experts in the field. We achieve great things together for our clients. We solve core problems in the traditional carrier and systems integrator business models. Our company culture fosters lifelong learning, collaboration and inclusion. Our team is truly global with people in 5+ locations around the world. We love innovative ideas and the ability to get things done. We believe teamwork makes for the most rewarding work and creates an environment that values all roles and good ideas.

The Role

Reporting directly to the Head of Technical Operations, the Network Support Engineer is an entry-level position working within the Coevolve Response Centre (CRC). The Network Support Engineer’s mission is to provide world-leading managed SD-WAN and SASE services. The core hours for this role involve providing 24-hour support through a rotating shift schedule. 

Our Coevolve Response Centre (CRC) is home to a first-class, next-generation network services team operating on a global scale. The CRC ensures an exceptional client experience by collaborating seamlessly with Clients and Coevolve teams across the globe. 

This role is at the forefront of customer service, upholding the highest standards in Incident, Change, and Problem Management. With ITIL training, this position is designed to proactively deliver superior support, setting a higher benchmark compared to traditional telcos and IT integrators. 

This role spans the entire lifecycle of our SD-WAN service offering, which includes Assess > Deploy > Manage > Optimize. However, the primary focus is on the Manage phase, which represents the “business-as-usual” or “support” stage of the service lifecycle. 

Responsibilities

  • Ticket Analysis: Conduct initial analysis of support tickets, gathering additional information from clients as necessary. 
  • Frontline Technical Support: Provide prompt technical support to clients, focusing on troubleshooting and resolving network-related issues. 
  • Ticket Management: Address active tickets within staffing levels or as directed by the Head of Technical Operations. 
  • Network Incident Resolution: Resolve common network issues, such as edge or link problems, ISP disruptions, and customer inquiries. 
  • Collaboration and Escalation: Work closely with team members and escalate complex issues to senior engineers when required. 
  • Vendor Coordination: Coordinate with third-party vendors, including ISP underlay providers, to resolve network issues. 
  • Network Setup and Maintenance: Assist in the setup, configuration, and ongoing maintenance of network devices and systems. 
  • Low-Impact Change Activities: Support activities such as site activations, link activations, software upgrades, and business policy changes. 
  • Documentation: Document all support activities, including ticket resolutions and troubleshooting steps, for future reference and knowledge sharing. 
  • Reporting: Prepare monthly client reports. 

Must Have

  • 0-3+ years of industry experience in a related field (telecommunications, cloud service provider, etc.) 
  • Strong written and verbal communication skills. 
  • Ability to work under pressure and meet tight deadlines to produce excellent quality work. 
  • Proficiency in troubleshooting basic network issues and providing technical assistance. 
  • Understanding of networking concepts and protocols (TCP/IP, DNS, DHCP, etc.). 
  • Familiarity with network hardware, such as routers, switches, firewalls and SD-WAN devices. 
  • Ability to communicate technical information effectively to non-technical users. 
  • Good problem-solving skills and attention to detail. 
  • Customer service– oriented and able to handle client interactions professionally. 
  • Desire and ability to learn new technologies quickly. 
  • Self-driven individual who strives to continually work to improve upon your ability in all areas. 

Qualifications

Bachelor’s degree in computer science, information technology, or a related field. 

Apply here