Onshore Regional - Network, Security, Telecommunications Engineer [Pengerang]

NTT DATA Malaysia is seeking a skilled Onshore Regional - Network, security, Telecommunications Engineer based in Pengerang to provide advanced technical support for enterprise clients. The successful candidate will be responsible for onsite operations, troubleshooting, and maintenance of LAN, WAN, Wireless, IP Telephony, Audio Visual systems, Firewalls, Building Security Systems, and Telecommunication Infrastructure, ensuring high availability and service quality in line with agreed SLAs.

This role requires strong technical expertise, hands-on onsite support experience, and effective collaboration with Level 3 teams, vendors, and customer stakeholders.

Key Responsibilities

Technical Support & Operations

• Provide Level 2 onsite support for network and infrastructure technologies including:

  • LAN, WAN, and Wireless Networks (Cisco Router, switches, WLC and access points) (Aurba WLC and access points)

  • IP Telephony and Unified Communications (Cisco Webex CC)

  • Audio Visual (AV) and Video Conferencing systems (Polycom and other)

  • Firewalls and basic network security components (PaloAlto)

  • Building Security Systems (CCTV, access control, alarm systems)

  • Pervasive wireless, Telecommunication systems and structured cabling

• Perform fault isolation, troubleshooting, and root cause analysis for incidents and service degradations

• Execute network changes, migrations, upgrades, and installations as per change management processes

• Support planned maintenance activities and emergency restoration efforts

Incident, Problem & Change Management

• Handle and resolve incidents and service requests within SLA timelines

• Escalate complex issues to Level 3 or vendors with proper documentation and technical analysis

• Participate in problem management investigations and preventive actions

• Adhere to ITIL-based processes for incident, problem, and change management

• Customer & Stakeholder Engagement

• Act as an onsite technical representative for NTT DATA at customer locations

• Communicate clearly with customers regarding issue status, resolution progress, and service impact

• Support service reviews, audits, and onsite inspections as required

• Documentation & Reporting

• Maintain accurate technical documentation, runbooks, and network diagrams

• Update incident records, change logs, and asset information in ticketing systems

• Contribute to knowledge base articles and standard operating procedures (SOPs)

Required Skills & Qualifications

Education & Experience

• Diploma or Bachelor’s degree in Information Technology, Engineering, or related field

• 3–5 years of hands-on experience in onsite network / infrastructure support in enterprise or managed services environments

Technical Skills

• Solid understanding of:

  • LAN, WAN, and Wireless networking concepts

  • IP Telephony and VoIP fundamentals

  • AV and video conferencing technologies

  • Firewall fundamentals and basic security principles

  • Building security and surveillance systems

  • Telecommunication systems and cabling standards

• Experience with network troubleshooting tools and methodologies

• Familiarity with enterprise environments and SLA-driven support models

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Tools & Processes

• Experience using ITSM / ticketing tools (e.g., ServiceNow or equivalent)

• Understanding of ITIL processes and operational best practices

• HSE processes