Network Operations Support Senior Analyst - Cantonese speaking

• 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

#LI-GM

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 at www.accenture.com

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