About this role
<p><strong>Job purpose: </strong></p> <p>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.</p> <p> </p> <p><strong>Key responsibilities:</strong></p> <ul> <li>Carry out effective & quality customer service provision on all International IP services, including Layer2 VPN, Layer3 MPLS, Global Internet Access, Managed Router/Firewall Services;</li> <li>Manage and coordinate with Project Manager the implementing of customized IP Solution Project in configuration and other technical aspect to our customers;</li> <li>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.;</li> <li>To resolve customer issues by providing technical support mainly remotely, on ad hoc basis on- site;</li> <li>Provide 2 nd level support to the NOCs for such services and be an escalation point for such issues;</li> <li>Work with the core engineering team to resolve higher level problems and implement solutions per request;</li> <li>Participate in provisioning and support of additional products as needed, including HDVC, HPBX, etc.;</li> <li>Perform tasks within Virtual Team structures on an ad hoc basis;</li> <li>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);</li> <li>Ad hoc activities as assigned by Management from time to time;</li> <li>To be 24/7 on-call, and be participated in the team`s on-call routine to ensure around clock support.</li> </ul> <p> </p> <p><strong>Minimum Experience/Qualifications:</strong></p> <ul> <li>Preferably CCIE Routing/Switching or University Degree in Electronic/Information System/Computer Engineering with 5 year’s data communications experience or;</li> <li>Higher Diploma in Electronic/Telecom Engineering with 10 year’s data communications experience;</li> <li>In depth knowledge of L2/L3 routing/switching, firewalls, TCP/IP and MPLS technologies;</li> <li>IP related qualifications i.e. CCNP if not CCIE;</li> <li>Preferably experience in service provider and enterprise markets;</li> <li>Knowledge in Cloud Services ( AWS, Azure, Gcloud)</li> <li>Experience with SD-WAN Technology.</li> <li>Thorough understanding of Operational (service management) processes.</li> </ul> <p><br><strong>Profile:</strong></p> <ul> <li>Customer-oriented, self-motivated and tactful in dealing with other people across different functions;</li> <li>Well versed in spoken and written English</li> <li>Good communication (especially telephonic), presentation and interpersonal skills;</li> <li>Team player;</li> <li>Self-starter.</li> </ul>