About Network Innovations

Keeping people connected anywhere on the planet is more than just our expertise – it’s our mission. Network Innovations is a technology and systems integrator that provides secure and seamless global communications solutions. Our customers conduct some of the most important work on the planet, whether it’s helping a remote island rise again after a hurricane, defending a country's borders, preventing a catastrophic power grid failure… you get the gist. What this means for our team is that we come to work each day knowing that it matters. We’re forward-thinkers and problem-solvers who thrive on challenges, with determination, integrity, humility, and respect at our core. If you’re looking to grow with an organization that values collaboration, diversity, and learning, you’re in the right place.

Reports to: Director of Network Operations

Job Purpose

The Customer Support Network Analyst quickly and efficiently resolves customer issues and requests for support, via phone, email, and the CRM ticketing system. The analyst troubleshoots a variety of satellite and ground-based IP and telephony networks, maintains a proactive approach towards problem solving, performs daily QC checks of system software, and validates and tests system configurations.

Duties and Responsibilities:

Troubleshooting and Support: Conduct first-level troubleshooting across a variety of systems, including IP networks, satellite, land, maritime, and avionics systems, with a focus on Cisco technologies and advanced network troubleshooting techniques.
Incident and Change Management: Manage incidents by documenting, prioritizing, and reporting according to impact and severity. Participate in change management processes to assess, approve, and smoothly implement network changes.
Network Monitoring and Performance: Utilize NMS tools to proactively monitor network health, identifying performance bottlenecks and capacity issues, and recommend solutions to ensure network reliability and efficiency.
Documentation and Training: Develop and maintain comprehensive technical documentation and provide training to enhance team capabilities and knowledge sharing.

Qualifications:

Preferred

At least 2 years of progressive experience in the VSAT Telecommunications industry in areas such as:

Commercial satellite acquisition procedures (Iridium, Inmarsat, Thuraya), IP routing and switching, Voice over Internet Protocol (VoIP), Quality of Service (QoS), Voice and Data, wireless technologies and security
Inmarsat and Iridium products including installation and support experience
iDirect satellite experience
Newtec MDM satellite modem experience

Additionally the following is also preferred:

Experience in multi-national operations
A relevant technical or business degree/diploma; any incumbent must be committed to self- development including lifelong learning, regardless of their formal education. Applicable knowledge and experience will suffice in lieu of degree/diploma.
Working knowledge of Microsoft Office products

Personal Characteristics:

Problem solving, strategic thinking, confidential and ethical, results driven, customer focus, and a team player
Ability to multitask and prioritize in a fast-paced environment
Fluent English is required. A second language is beneficial.
Professional written and verbal communication

Working Conditions:

This position requires shift work and/or on-call rotations in order to meet 24/7 customer support availability requirements. The selected candidate must be willing to work nights and weekends directly and/or be on-call to meet the 24/7 needs of our customers. The position operates in a professional office environment and uses standard office equipment and software.

Physical requirements:

Sitting and using a computer for extended periods of time. Ability to lift 50 lbs.

Network Innovations Malaysia Sdn Bhd

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