About this role
<p>1. General Function<br>The NOC Engineer is responsible for first line maintenance during fault & event management. NOC engineer drive for timely identification &amp; resolution of network and customer faults, as well as supporting the overall PCCW Global Network / Service Operations Center</p> <p><br>2. Major Responsibilities<br> Perform 7x24x365 round-the-clock front line duties in the PCCW Global Network / Service Operations Center<br> Investigate network trunks and customer circuit alarms generated from the Network Management and Surveillance Alarm Monitoring Systems for PCCW Global IP Network<br> Support Tier-1 maintenance and fault diagnostic on network fault and coordinate with Tier-2 or Tier-3 IP engineering team to arrange faulty resolution<br> Troubleshoot on customer reported circuit fault; carry out diagnosis and testing for fault isolation<br> Ensure customer service reports and enquires are managed promptly and provide periodical response.<br> Run appropriated test for circuit fault troubleshooting and verify the performance<br> Communicate with carriers and service partners, internal and external parties to drive for quick problem fixing and service restoration<br> Update respective parties on the fault progress and take necessary action and escalation according to the predefined timeframe by NOC Management team<br> Record down the remedy actions taken in the course of fault management, timelines of progress and reason of outage in the ticket system<br> Conduct network and service review to drive for performance improvement<br> Carry out Network / Service Operation Center routine jobs as per predefined procedures and work instructions from the NOC Manager<br> Comply and act in accordance with PCCW Global Network Operation Center information security policy and PCCW Group policies on Personal Data Privacy<br> Support Customer Operation / Change Request / Maintenance activity that coordinates with related party to conduct the customer request and provide promptly and periodically response.<br> Other related duties as assigned</p> <p> </p> <p>3. Job Requirement/Qualification/Skill</p> <p> <br> High Certificate / Degree holder or above in Electronic/Information Technology Engineering; OR<br> 1 - 3 years of direct telecom, networking or Internet Service Provider experience (strong technical education/training/aptitude will be considered in lieu of work experience)<br> CCNA passed or other advanced technical/networking certifications<br> Above average technical knowledge accompanied by excellent trouble shooting skills<br> Basic knowledge of T1/T3, E1/E3, STM1 to STM16/ OC03 to OC192 / OTU4, TCP/IP, BGP, VPN, MPLS, routing/switching is desired<br> Proficient with standard network systems and software, i.e. NMS, Visio, Remedy, NetCool.<br> Good oral/written communications skills (clarity and conciseness)<br> Customer oriented good initiative, self-motivated and able to work under pressure<br> Proactive/self-motivated to follow direction, processes and procedures<br> Detail oriented and organized with the flexibility to manage multiple priorities effectively<br> Analytical problem solving skills with an ability to get to the root cause quickly<br> Strong customer service orientation</p>