About the job
To be the focal point in providing high-quality 24/7 technical support to customers of CDN service, which is a large, distributed SaaS cloud offering in over 300 locations around the world.
Job Responsibilities
Served as first point of contact for our customers.
Providing 24/7 support to troubleshoot complex web and networking issues.
Collaborated with cross-functional teams to ensure incident-free operations.
Monitored and managed the resolution status of all support cases.
Ensuring adherence to SLA guidelines and accurate issues resolution.
Assessed customer needs to recommend upgrades or additional features.
Analyzed impacts on customer business and implemented mitigation strategic.
Documented knowledge obtained from each issue in a centralized location.
Other additional duties as required to support team and operational goals
Job Requirements
Malaysians only.
Must be able to work in 12-hours-rotating shifts.
Bachelor's Degree in Information Technology, Computer Engineering or related field.
Good understanding of Internet protocols, Linux, and CDN concepts.
Experienced in system engineering / IT support / enterprise technical support would be an added advantage.
High degree of analytical and problem-solving skills.
High degree of organization, attention to detail and an ability to multi-task.
Required language(s): English written and spoken. Mandarin written and/or spoken is plus.
Additional Information:
Shift allowance
Overtime claims
On The Spot Award
Long Service Award
Leave encashment option
Birthday gift vouchers
Medical Insurance
Wellness reimbursement
Conveniently located within public transport
Skills Required
- Bachelor's Degree in Information Technology, Computer Engineering or related field
- Good understanding of Internet protocols
- Good understanding of Linux
- Good understanding of CDN concepts
- Experienced in system engineering or IT support
- High degree of analytical and problem-solving skills
- High degree of organization and attention to detail
- Ability to work in 12-hours rotating shifts
- Required language: English written and spoken
- Mandarin written and/or spoken is a plus
What We Do
CDNetworks is a global content delivery network (CDN) with a fully integrated cloud security solution, offering unparalleled speed, security and reliability for the almost instant delivery of web content. Optimised for any device, browser and network, we ensure all users have a fast and safe web experience - whether you’re serving B2B or B2C customers, mobile employees or remote offices.
