IP Operation Engineer

1. General Function

The NOC Engineer is responsible for first line maintenance during fault & event management. NOC engineer drive for timely identification & resolution of network and customer faults, as well as supporting the overall PCCW Global Network / Service Operations Center

2. Major Responsibilities

• Perform 7x24x365 round-the-clock  front line duties in the PCCW Global Network / Service Operations Center

• Investigate network trunks and customer circuit alarms generated from the Network Management and Surveillance Alarm Monitoring Systems for PCCW Global IP Network

• 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

• Troubleshoot on customer reported circuit fault; carry out diagnosis and testing for fault isolation

• Ensure customer service reports and enquires are managed promptly and provide periodical response.

• Run appropriated test for circuit fault troubleshooting and verify the performance

• Communicate with carriers and service partners, internal and external parties to drive for quick problem fixing and service restoration

• Update respective parties on the fault progress and take necessary action and escalation according to the predefined timeframe by NOC Management team

• Record down the remedy actions taken in the course of fault management, timelines of progress and reason of outage in the ticket system

• Conduct network and service review to drive for performance improvement 

• Carry out Network / Service Operation Center routine jobs as per predefined procedures and work instructions from the NOC Manager

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

• Support Customer Operation / Change Request / Maintenance activity that coordinates with related party to conduct the customer request and provide promptly and periodically response.

• Other related duties as assigned

3. Job Requirement/Qualification/Skill

• High Certificate / Degree holder or above in Electronic/Information Technology Engineering; OR

• 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)

• CCNA passed or other advanced technical/networking certifications

• Above average technical knowledge accompanied by excellent trouble shooting skills

• Basic knowledge of T1/T3, E1/E3, STM1 to STM16/ OC03 to OC192 / OTU4, TCP/IP, BGP, VPN, MPLS, routing/switching is desired

• Proficient with standard network systems and software, i.e. NMS, Visio, Remedy, NetCool. 

• Good oral/written communications skills (clarity and conciseness)

• Customer oriented good initiative, self-motivated and able to work under pressure

• Proactive/self-motivated to follow direction, processes and procedures

• 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