Senior Customer Engineer

PCCW Global is a leading telecommunications provider, offering the latest voice and data solutions to multi-national enterprises and communication service providers. Our truly global coverage combined with local, on the ground knowledge has helped us build best in class connections across the globe linking Asia-Pacific, Europe, the Americas, the Middle East and Africa.

About Console Connect by PCCW Global

Console Connect by PCCW Global is a platform for the Software Defined Interconnection® of applications and infrastructures. It allows users to self-provision private, high-performance connections among a global ecosystem of enterprises, networks, clouds, SaaS providers, IoT providers and applications providers.

Console Connect is the only digital platform that is underpinned by one of the world’s largest private networks and a Tier 1 global IP network that is ranked in the top 10 for IPv4 and IPv6 peering, delivering higher levels of network performance, speed, and security to meet the digital needs of today’s interconnected users and communities.

Title: IP Customer Engineer

Job purpose:

To provide Level2 operations support, provisioning 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.

Key responsibilities:

• Carry out effective & quality customer service provision on all International IP services, including Layer2 VPN, Layer3 MPLS, Global Internet Access, Managed Router/Firewall Services;
• Manage and coordinate with Project Manager the implementing of customized IP Solution Project in configuration and other technical aspect to our customers;
• As part of the service delivery chain, in coordinate and work with the core engineering team to provision non-standard services and implement network wide upgrades, changes, etc.;
• To resolve customer issues by providing technical support mainly remotely, on ad hoc basis on-site;
• Provide 2nd level support to the NOCs for such services and be an escalation point for such issues;
• Work with the core engineering team to resolve higher level problems and implement solutions per request;
• Participate in provisioning and support of additional products as needed, including HDVC, HPBX, etc.;
• Perform tasks within Virtual Team structures on an ad hoc basis;
• Provide support within a global team to ensure proper handover of tasks/activities to ensure 24 x 7 support to PCCW Global client base (external/internal);
• Ad hoc activities as assigned by Management from time to time;
• To be 24/7 on-call, and be participated in the team`s on-call routine to ensure around clock support.

Minimum Experience/Qualifications:

• Preferably CCIE Routing/Switching or University Degree in Electronic/Information System/Computer Engineering with 5 year’s data communications experience or;
• Higher Diploma in Electronic/Telecom Engineering with 10 year’s data communications experience;
• In depth knowledge of L2/L3 routing/switching, firewalls, TCP/IP and MPLS technologies;
• IP related qualifications i.e. CCNP if not CCIE;
• Preferably experience in service provider and enterprise markets;
• Thorough understanding of Operational (service management) processes.

Profile:

• Customer-oriented, self-motivated and tactful in dealing with other people across different functions;
• Well versed in spoken English.
• Good communication (especially telephonic), presentation and interpersonal skills;
• Team player;
• Self-starter.

Additional Info:

Office Hours: 9am - 6pm (Onsite)

Standby/overtime: Required