NOC Engineer

Voice NOC Engineer is responsible for network surveillance, network performance monitoring and management of PCCW Global Voice networks.

Your Role:

• Voice NOC Engineer is responsible for network surveillance, network performance monitoring and management of PCCW Global Voice networks.
• Member handles system planned work and ad-hoc outage coordination; perform daily routine checks, effective fault ticket handling to resolve the customers' concerns. 
• Cooperate with Tier-2 and Tier-3 IP engineer to improve performance or resolve quality issue 
• Handles customer trouble tickets, and performs first line support and troubleshooting.
• Conducts initial analysis, perform appropriate actions and works hand in hand with the Tier 2 and Tier 3 Support team, carrier partners, or switch vendor in order to resolve technical faults.
• Properly documents, tracks, and updates customers fault ticket status in timely manner.
• Share traffic statistics, and collaborate to internal Services team to improve performance or resolve quality concerns especially for critical/ sensitive customers.
• Cater carrier test requests from internal Service team – assures voice quality, correct calling number delivery, Post Dial Delay (PDD) are within benchmark; False AnswerSupervision (FAS) and other voice quality issues are checked.
• Perform proactive measures and system health and alarm checking for mobile and voice networks.
• Submit and document daily routine system utilization reports.
• Assist supervisors to develop operational procedures related to NOC organization functions.

To succeed in this role:

• University Degree in Electronic/Electrical Engineering with 1 year experience in voice
  communication field, OR
• Voice related Certificate with 2 years relevant experience in Data and Voice communication field.
• Good knowledge in the operations of various data and voice network equipment
• Customer oriented, good initiative, self-motivated and able to work under pressure.
• Cisco Certified Network Associate (CCNA) is preferable
• Analytical problem solving skills with an ability to get to the root cause quickly
• Strong customer service orientation