Managed Services Support Intern

About the role

This role supports the Maxis Managed Services Operations Centre (MSOC) by monitoring and providing first-level support across network, cloud, and managed services environments. You will work closely with internal support teams to monitor service performance, troubleshoot incidents, maintain accurate records, and ensure customer issues are addressed within the agreed Service Level Agreements (SLAs). The position offers hands-on exposure to Maxis Managed Services, including Fixed, Broadband, IoT, Cloud, network infrastructure, and related technologies.

Responsibilities

• Network Monitoring & Incident Response: Monitor network dashboards and alerts, perform initial analysis and first-level troubleshooting based on established SOPs, accurately log incidents in the ticketing system, and escalate complex issues to the relevant support teams.
• Cloud Monitoring & Support: Provide Level 1 monitoring and support for cloud environments, including AWS, Microsoft Azure, and VMware, by following guided troubleshooting procedures and escalating critical incidents where required.
• Network Configuration & Maintenance: Support the maintenance of network devices, including routers, switches, and firewalls, while adhering to established security practices and under the guidance of senior engineers.
• Network Performance Monitoring: Track and extract information related to network traffic, bandwidth utilisation, latency, and other performance indicators to support the engineering team in identifying areas for improvement.
• Infrastructure & Project Support: Assist the MSOC team with infrastructure upgrades, preventive maintenance activities, project implementation, and relevant technical documentation.
• Ticket & SLA Management: Work closely with Maxis support teams to track, assign, and update service tickets, ensuring incidents and requests are managed within the agreed SLAs.
• Customer Communication: Provide customers and relevant stakeholders with timely and progressive updates on incidents and service-related matters using approved communication templates.
• Reporting: Prepare, extract, and format daily, weekly, and monthly Managed Services reports for review by the Senior Engineer or Service Manager.
• Cross-functional Collaboration: Collaborate with internal technical and support teams to resolve network, cloud, server, and security-related issues, while ensuring critical incidents are escalated promptly.
• Continuous Improvement: Keep up to date with relevant industry trends, emerging technologies, and network solutions, and contribute ideas to improve MSOC processes and operational efficiency.

Schedule

• 7:30 AM – 4:30 PM
• 9:00 AM – 6:00 PM

Successful candidates will be assigned to one of the above working schedules based on operational requirements. By applying for this role, candidates are expected to be comfortable and willing to work under either schedule.

Duration

3–6 months