Network Operations Support Senior Analyst

Role Purpose
In this role, you will be the first point of contact for customers reporting network and connectivity issues across a range of products and services. The role focuses on resolving customer-reported faults, ensuring SLA adherence, and improving overall customer service experience.

Key Responsibilities

• Day to day handling of customer emails and phone calls for fault reporting and inquiries

• Contribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products and services supplied.

• Under the general guidance and direction of more senior technical staff, deliver technical support in relation to a range of complex products and services, network and infrastructure elements

• Work within a defined set of relevant product/network procedures, standards and practices

• Deliver outcomes by implementing a course of action identified from a general range of solutions

• 1st call Assist in providing technical support in the investigation and rectification of complex incidents

• 1st call Assist in basic troubleshooting on technologies such as ADSL, Ethernet, IPVPN, VoIP

• Manage the in-coming calls and create SNI tickets within committed Response times and SLA.

• Timely provide updates to customers on all RFO cases within the committed SLA, low priority case is not being escalated

• Daily updates reasons for ageing tickets and difficulties handling complex tickets

Technical Requirements and Qualifications:

Technical Knowledge

You should have hands-on exposure or working knowledge in:

• WAN, LAN, and network fundamentals (OSI layers, TCP/IP)

• Protocols: HTTP, HTTPS, FTP, SSH, Telnet

• Technologies: Ethernet, MPLS, ADSL, SDH, IPVPN, VoIP

• Basic understanding of routing protocols such as BGP and OSPF

• Incident management in a NOC or technical support environment

• Exposure to Cisco or Juniper devices is an advantage

• Understanding of Cloud, Security, or Contact Centre technologies is a plus

Experience

• 2–4 years in Technical Support, NOC, Telecom Support, or Service Desk roles

• Experience in handling network incidents and troubleshooting connectivity issues

• Familiar with ITIL or structured incident management processes

Certifications (Good to Have)

• CCNA / CCNP

• ITIL Foundation

• Juniper, CISSP (advantage)

Language Requirement

• Fluent in English plus one of the following: Cantonese speaking

What Makes You Successful in This Role

• Strong problem-solving skills and ability to work under pressure

• Customer-focused mindset with a sense of urgency

• Ability to multitask and manage multiple incidents at once

• Good communication skills to explain technical issues clearly to customers

• Independent, proactive, and a strong team player

• Comfortable working in shift environments

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About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

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