Job Title: NOC ENGINEER (Voice)

Job Description:

Voice NOC Engineer is responsible for network surveillance, network performance monitoring and management of PCCW Global networks. Member handles system planned work and ad-hoc outage coordination; perform daily routine checks, effective fault ticket handling to resolve the customers' concerns.

Voice NOC Engineer is assigned in the Voice Network Operations Centre (NOC).

Primary duties are as follows:

• 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 voice traffic statistics, and collaborate to internal Voice Services team to improve performance or resolve quality concerns especially for critical/ sensitive customers.
• Cater carrier test requests from internal Voice Service team – assures voice quality, correct calling number delivery, Post Dial Delay (PDD) are within benchmark; False Answer Supervision (FAS) and other voice quality issues are checked.
• Perform proactive measures and system health and alarm checking for mobile and core voice networks.
• Submit and document daily routine system utilization reports.
• Assist supervisors to develop operational procedures related to NOC organization functions.
• Support customized voice and mobility networks daily operation and maintenance.