About this role
<p><strong>Job Responsibilities:</strong></p> <p>Provide remote support for EMS customers, managing and proactively monitoring their network systems to meet SLA requirements.<br>Track the activities of Tier-1 engineers to ensure that all incidents, problems, and changes are under control and resolved in a timely manner.<br>Coordinate resources and collaborate with other teams to resolve issues.<br>Provide technical support, perform troubleshooting, and resolve complex problems.<br>Maintain and improve documentation.<br>Stay updated on advancements in network infrastructure and technologies.</p> <p><strong>Job Requirements:</strong></p> <p>Associate degree or higher, preferably in Computer Science, Information Technology, or a related field.<br>Approximately 5 years of experience in networking; NOC experience is preferred.<br>Strong hands-on problem-solving and analytical skills, with experience in incident management and troubleshooting, including root cause analysis; capable of working under pressure while managing multiple tasks.<br>Familiarity with network infrastructure components, including routers, switches, firewalls, load balancers, access points (APs), wireless controllers, etc.<br>Familiar with IP networking protocols such as TCP/IP, ARP, STP, DHCP, VRRP, OSPF, BGP, and SNMP; experience and knowledge of SD-WAN network technologies.<br>Hands-on experience with Cisco, Huawei, Juniper, Aruba, Ruckus, and Fortinet network equipment; CCIE or HCIE certification is preferred.<br>Understanding of ITIL-based service management processes, including incident, problem, and change management.<br>Knowledge of network security principles, including firewalls, IDS/IPS, and vulnerability management.<br>Strong customer service mindset, strong communication skills, and a collaborative team spirit.<br>Fluent in Cantonese, with written proficiency in English.<br>Open to working a 7×24 shift rotation.</p>