Senior IP Customer Engineer

Shift Hours: 1400 - 2300

Job purpose:

To provide Level2 operations support 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 on all International IP services, including Layer2 VPN, Layer3 MPLS, Global Internet Access, SDWAN, Managed Router/Firewall Services 
• 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 Migrations 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.

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 least 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 

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.