IP Provisioning Customer Engineer

Job description:

Role overview

• 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.
• Solution Design: Collaborate with Presales team to understand the Customers business needs and design infrastructure solutions that align with their goals. This includes assessing existing systems, identifying gaps or areas for improvement, and proposing appropriate configurations or technologies.
• Implementation and Deployment: Assist customers in the implementation and deployment of infrastructure platforms. To provide technical support and guidance throughout the process, ensuring a smooth transition and proper integration with existing systems.
• Collaboration and Communication: To work closely with cross-functional teams, including sales, product management, and development, to ensure customer requirements are met. We communicate technical concepts effectively to both technical and non-technical stakeholders.

Job Responsibilities

• Carry out effective & quality customer service provision on all International IP services, including Layer2 VPN, Layer3 MPLS, Global Internet Access, SDWAN, 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 during activation and testing by providing technical support mainly remotely, on ad hoc basis on-site
• 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 NNI/Cloud NNI
• 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

Desired Experience/Qualifications & Key Competencies

• Strong knowledge in IP/IPv6/BGP/MPLS/IPSec SDWAN, Network Technology coupled with Cloud Technologies
• At least Five (5) Years of relevant working experience
• At lease CCNP/CCIE level of experience or knowledge, Certification in Juniper is an added advantage
• Know the following Technology/tools/OS an added advantage, Iperf, Cisco IOS-XR/JunOS, Linux, Layer 1
• Troubleshooting tools
• Good written and verbal communication 
• Customer-focused with a strong service delivery mindset.
• Detail-oriented and highly organized.
• Able to lead cross-functional teams and manage third-party vendors.
• Comfortable working in fast-paced, high-pressure environments.
• Proactive, adaptable, and results-driven.
• Well versed in spoken English. Good communication (especially telephonic), presentation and interpersonal skills