Senior Network Engineer

Description

Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.

We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.

About This Role

Based in our APAC HQ in Kuala Lumpur, you will be reporting to our Network and Telcom Manager. As a Senior Network Engineer, you will work as an L2 support for both Network and Telephone Systems. This position requires in-depth technical knowledge regarding Network functionality, network devices such as switches, routers, firewalls, routing protocols, VPN protocol and configurations, Voice-SIP servers, services, and configuration, and will need to be keen in troubleshooting. You are required to assist IT Support for common Network and voice-related faults.

Roles & Responsibilities

1. Serve as the 2nd level support with troubleshooting skills to assist IT Support seeking technical assistance.
2. Determine the best solution based on the issue and details provided by L1 and users.
3. Respond to and log all inquiries received from L1.
4. Keep well-documented and updated case notes.
5. Identify, analyze, troubleshoot, and resolve client service requests.
6. Properly escalate and communicate to a higher level of support as necessary including service that exceeds skills level, reasonable repair time, lack of parts, or any other issue that could impact customer satisfaction.
7. Work as a team member to collaboratively resolve client requests and technical issues with other team members, partners, and vendors.
8. Provide higher level support for switch configuration, router and routes management, and firewall.
9. Provide in-depth support for Voice regarding local / Toll Free numbers - subscription/management, call flow design with diagram and configuration, IVR setup.
10. Monitor and provide support for WAN / LAN management for HQ, DC, and Stores that will include communication with ISPs.
11. Manage multiple cases at one time.
12. Setup and configure new network and voice devices.
13. Should be able to work with Microsoft Teams.
14. Identify and suggest possible improvements on procedures and resolution.

Position Requirements

1. Proven experience as a network and voice engineer.
2. Tech-savvy with working knowledge of office automation products, Networks, Server Systems, and IT Processes.
3. Good understanding of IT System.
4. Ability to diagnose and resolve technical issues related to switches, routers, firewalls, SIP - configuration of VLANs, trunks, port-channel, acts/policies, and routing protocols as BGP/EIGRP.
5. Should have basic knowledge of Cisco devices and Cisco Webex. Experience in integration with MS Teams is an added advantage.
6. Proficiency in English.
7. Excellent communication skills.
8. Customer-oriented and cool-tempered.
9. Minimum Certificate, Diploma, or Professional course in IT Services.

Must Have Good Knowledge Of

1. Active Directory
2. RADIUS
3. Operating Systems
4. Office 365 (Outlook/Word/Excel/PowerPoint/Access/Project/Visio)
5. Security Application – Antivirus/Proxy
6. SDWAN
7. Logging Tools - Graylog, Kibana
8. Network LAN/WAN - Routers/Switch/Modem/Firewall/AP/VPN with different brands preferably - Cisco, Fortigate, Palo Alto
9. Routing protocols - BGP/EIGRP
10. DHCP configurations
11. DNS configurations
12. IT Monitoring Tools - PRTG, Icinga, Graphana
13. SIP technology - Voice configuration - prefer Cisco WebEx (Basic Avaya configuration knowledge is an added advantage).

Perks & Benefits

1. Medical, Dental & Vision Insurance
2. Retirement Plan
3. Employee Stock Purchase Plan
4. Paid Vacation / Sick Leave
5. Hybrid Work Schedule
6. Growth Opportunities
7. Corporate gatherings, team bonding events, and much more!

Ria Money Transfer is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Check out our website to learn more about the company at: http://www.riamoneytransfer.com/

The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company’s right to assign or reassign duties and responsibilities to this job as needed.