IP Customer Engineer

Job description:

Job purpose:

To provide Level2 operations support, provisioning of IP based services and ad hoc on-site support to PCCW Global client base, and ad hoc “smart hands” support to other Business Units.

Key responsibilities:

• Carry out effective & quality customer service provision on all International IP services, including Layer2 VPN, Layer3 MPLS, Global Internet Access, Managed Router/Firewall Services;
• Manage and coordinate with Project Manager the implementing of customized IP Solution Project in configuration and other technical aspect to our customers;
• As part of the service delivery chain, in coordinate and work with the core engineering team to provision non-standard services and implement network wide upgrades, changes, etc.;
• To resolve customer issues by providing technical support mainly remotely, on ad hoc basis on- site;
• Provide 2 nd level support to the NOCs for such services and be an escalation point for such issues;
• Work with the core engineering team to resolve higher level problems and implement solutions per request;
• Participate in provisioning and support of additional products as needed, including HDVC, HPBX, etc.;
• Perform tasks within Virtual Team structures on an ad hoc basis;
• Provide support within a global team to ensure proper handover of tasks/activities to ensure 24 x 7 support to PCCWGlobal client base (external/internal);
• Ad hoc activities as assigned by Management from time to time;
• To be 24/7 on-call, and be participated in the team`s on-call routine to ensure around clock support.

Minimum Experience/Qualifications:

• Preferably CCIE Routing/Switching or University Degree in Electronic/Information System/Computer Engineering with 5 year’s data communications experience or;
• Higher Diploma in Electronic/Telecom Engineering with 10 year’s data communications experience;
• In depth knowledge of L2/L3 routing/switching, firewalls, TCP/IP and MPLS technologies;
• IP related qualifications i.e. CCNP if not CCIE;
• Preferably experience in service provider and enterprise markets;
• Knowledge in Cloud Services ( AWS, Azure, Gcloud)
• Experience with SD-WAN Technology.
• Thorough understanding of Operational (service management) processes.

Profile:

• Customer-oriented, self-motivated and tactful in dealing with other people across different functions;
• Well versed in spoken and written English
• Good communication (especially telephonic), presentation and interpersonal skills;
• Team player;
• Self-starter.