NOC Engineer

Role Overview
The NOC Engineer is responsible for first line maintenance during fault and event management. This position plays a key role in the timely identification and resolution of network and customer faults and outages, while supporting the overall PCCW Global Network / Service Operations Center.

Major Responsibilities

Service Monitoring & Incident Response

• Perform 7x24x365 round-the-clock front-line duties in the PCCW Global Network / Service Operations Center.
• Investigate transmission network bearer and customer circuit alarms generated from the Network Management and Surveillance Alarm Monitoring Systems for all types of transmission platforms deployed by PCCW Global, such as DWDM and SDH transmission networks.
• Ensure customer service reports and enquires are managed promptly and provide periodic responses.

Service Support & Restoration

• Support first-line maintenance and fault diagnostic on network equipment faults and coordinate with Tier-2 and Tier-3 transmission engineering teams to arrange faulty equipment replacement.
• Troubleshoot customer-reported circuit faults, carrying out diagnosis and testing for fault isolation and resolution.
• Implement changes of circuit paths to alternate routes for service restoration at the PCCW Global on-net transmission network.
• Run appropriate tests (e.g., Bit Error Rate test, RFC2544, and Y1564 test) for circuit fault finding to verify the connectivity and performance of the International Bandwidth
  and Ethernet Private lines.
• Basic fault management and Operation request of sea cable operations.
• Perform the sea cable routine job.
• Communicate with carriers, service partners, internal, and external parties to drive for quick problem fixing and service restoration.
• Update customers and respective parties on fault progress and take necessary actions and escalations according to predefined guidelines by the NOC Management team.
• Record remedy actions taken during fault management, progress timelines, and outage reasons in the ticket system.
• Support Customer Operation, Change Request, and Maintenance activities by coordinating with related parties to process customer requests and provide prompt, periodic responses.
• Perform other related duties as assigned.

Process support

• Conduct network and service reviews to drive performance improvement
• Carry out Network / Service Operation Center routine jobs according to predefined procedures and work instructions from the NOC Manager.

Compliance & Security

• Comply and act in accordance with the PCCW Global Network Operation Center information security policy and PCCW Group policies on Personal Data Privacy.

Qualification/Skills

• High Certificate, Degree holder, or above in Electronic/Information Technology Engineering; OR 1 to 3 years of direct telecom, networking, or Internet Service Provider experience (strong technical education, training, or aptitude will be considered in lieu of work experience).
• MEF-CECP, CCNA desired or other advanced technical/networking certifications.
• Above average technical knowledge accompanied by excellent trouble shooting skills.
• Basic knowledge of Submarine cable systems, TDM, T1/T3, E1/E3, STM1 to STM16, OC03 to OC192, OTU4, TCP/IP, BGP, VPN, MPLS, and routing/switching.
• General knowledge of subsea cable system operation.
• Proficient with standard network systems and software, including NMS, Visio, Remedy, and NetCool.
• Proactive and self-starting, able to follow direction, processes, and procedures.
• Good oral and written communications skills demonstrating clarity and conciseness.
• Detail oriented and organized with the flexibility to manage multiple priorities effectively.
• Analytical problem solving skills with an ability to get to the root cause quickly.
• Strong customer service orientation.