IP Customer Engineer

Role Overview

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, 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 by providing technical support mainly remotely, on ad hoc basis on-site;
• Provide 2nd 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 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;
• To be 24/7 on-call, and be participated in the team`s on-call routine to ensure around clock support

Profile

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

Minimum Experience/Qualifications

• 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
• Amenable to working shifting schedules