About this role
<p style="line-height:1.2;margin-top:0.0pt;margin-bottom:0.0pt;padding-left:8.0px"> </p> <p style="line-height:1.2;margin-top:0.0pt;margin-bottom:0.0pt"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif">Shift Hours:</span></strong><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif"> </span></strong><span style="font-size:10.0pt;font-family:Arial, sans-serif"> </span><span style="font-size:10.0pt;font-family:Arial, sans-serif"> </span><span style="font-size:10.0pt;font-family:Arial, sans-serif">1400 - 2300</span></p> <p style="line-height:1.2;margin-top:0.0pt;margin-bottom:0.0pt;padding-left:48.0px"> </p> <p style="line-height:1.2;text-align:justify;margin-top:0.0pt;margin-bottom:0.0pt;padding-left:48.0px"> </p> <p style="line-height:1.2;text-align:justify;margin-top:0.0pt;margin-bottom:0.0pt"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif">Job purpose:</span></strong></p> <p style="line-height:1.2;text-align:justify;margin-top:0.0pt;margin-bottom:0.0pt"><span style="font-size:10.0pt;font-family:Arial, sans-serif">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.</span></p> <p style="line-height:1.2;margin-top:0.0pt;margin-bottom:0.0pt;padding-left:48.0px"> </p> <p style="line-height:1.2;margin-top:0.0pt;margin-bottom:0.0pt;padding-left:48.0px"> </p> <p style="line-height:1.2;margin-top:0.0pt;margin-bottom:0.0pt"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif">Key responsibilities:</span></strong></p> <ul> <li style="line-height:1.2"><span style="font-size:10.0pt">Carry out effective & quality customer service on all International IP services, including Layer2 VPN, Layer3 MPLS, Global Internet Access, SDWAN, Managed Router/Firewall Services </span></li> <li style="line-height:1.2;text-align:justify"><span style="font-size:10.0pt">To resolve customer issues by providing technical support mainly remotely, on ad hoc basis on-site;</span></li> <li style="line-height:1.2;text-align:justify"><span style="font-size:10.0pt">Provide 2</span><span style="font-size:10.0pt">nd</span><span style="font-size:10.0pt"> level support to the NOCs for such services and be an escalation point for such issues;</span></li> <li style="line-height:1.2;text-align:justify"><span style="font-size:10.0pt">Work with the core engineering team to resolve higher level problems and implement solutions per request;</span></li> <li style="line-height:1.2;text-align:justify"><span style="font-size:10.0pt">Participate in Migrations and support of additional products as needed, including NNI/Cloud NNI.</span></li> <li style="line-height:1.2;text-align:justify"><span style="font-size:10.0pt">Perform tasks within Virtual Team structures on an ad hoc basis;</span></li> <li style="line-height:1.2;text-align:justify"><span style="font-size:10.0pt">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);</span></li> <li style="line-height:1.2;text-align:justify"><span style="font-size:10.0pt">Ad hoc activities as assigned by Management from time to time;</span></li> <li style="line-height:1.2;text-align:justify"><span style="font-size:10.0pt">To be 24/7 on-call, and be participated in the team`s on-call routine to ensure around clock support.</span></li> </ul> <p style="line-height:1.2;margin-top:0.0pt;margin-bottom:0.0pt"> </p> <p style="line-height:1.2;margin-top:0.0pt;margin-bottom:0.0pt"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif">Minimum Experience/Qualifications:</span></strong><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif"> </span></strong></p> <ul> <li style="line-height:1.2"><span style="font-size:10.0pt;background-color:#ffffff">Strong knowledge in IP/IPv6/BGP/MPLS/IPSec SDWAN, Network Technology coupled with Cloud Technologies</span></li> <li style="line-height:1.2;font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="background-color:#ffffff">At</span><span style="background-color:#ffffff"> least Five (5) Years of relevant working experience </span></span></li> <li style="line-height:1.2"><span style="font-size:10.0pt;background-color:#ffffff"><span style="font-family:arial, helvetica, sans-serif">At least CCNP/CCIE leve</span>l of experience or knowledge, Certification in Juniper is an added advantage</span></li> <li style="line-height:1.2"><span style="font-size:10.0pt;background-color:#ffffff">Know the following Technology/tools/OS an added advantage, Iperf, Cisco IOS-XR/JunOS, Linux, Layer 1 Troubleshooting tools</span></li> <li style="line-height:1.2"><span style="font-size:10.0pt;background-color:#ffffff">Good written and verbal communication </span></li> <li style="line-height:1.2"><span style="font-size:10.0pt;background-color:#ffffff">Amenable to working shifting schedules </span></li> </ul> <p> </p> <p style="line-height:1.2;margin-top:0.0pt;margin-right:17.65pt;margin-bottom:4.5pt;text-align:justify"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif">Profile: </span></strong><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif"> </span></strong></p> <ul> <li style="line-height:1.2;text-align:justify"><span style="font-size:10.0pt">Customer-oriented, self-motivated and tactful in dealing with other people across different functions;</span></li> <li style="line-height:1.2;text-align:justify"><span style="font-size:10.0pt">Well versed in spoken English</span></li> <li style="line-height:1.2;text-align:justify"><span style="font-size:10.0pt">Good communication (especially telephonic), presentation and interpersonal skills;</span></li> <li style="line-height:1.2;text-align:justify"><span style="font-size:10.0pt">Team player;</span></li> <li style="line-height:1.2;text-align:justify"><span style="font-size:10.0pt">Self-starter.</span></li> </ul> <p style="line-height:1.2;text-align:justify;margin-top:0.0pt;margin-bottom:0.0pt"> </p>