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 responsibilitie
- sCarry out effective & quality customer service provision on all International IP services, including Layer2 VPN, Layer3 MPLS, Global Internet Access, SDWAN, Managed Router/Firewall Service
- sManage 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
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Minimum Experience/Qualificatio
- nsBachelor's Degree in a related discipli
- neStrong knowledge in IP/IPv6/BGP/MPLS/IPSec SDWAN, Network Technology coupled with Cloud Technologi
- esAt least five (5) Years of relevant working experien
- ceAt least CCNP/CCIE level of experience or knowledge, Certification in Juniper is an added advanta
- geKnow the following Technology/tools/OS an added advantage, Iperf, Cisco IOS-XR/JunOS, Linux, Layer 1 Troubleshooting too
- lsGood written and verbal communication in Engli
- shAmenable to working shifting schedul
- esCustomer-oriented, self-motivated and tactful in dealing with other people across different function
- s;Good communication (especially telephonic), presentation and interpersonal skill
- s;Team player and Self-starte
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