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.