IP Customer Engineer

HTK; Manila; On-site; PHP 700,000 - 900,000; Full time

Job summary

A telecommunications company is seeking an IP Customer Engineer in Manila to provide Level 2 operations support for IP services. The ideal candidate will have experience with routing, switching, and MPLS technologies. Responsibilities include managing IP solutions and collaborating with core engineering for effective service delivery. A degree in Electronic Engineering or relevant certifications like CCIE or CCNP is preferred. Strong communication skills and the ability to work in a team are essential.

Qualifications

• 5 years data communications experience required for CCIE degree holders.
• 10 years data communications experience for Higher Diploma holders.
• In-depth knowledge of routing/switching, firewalls, TCP/IP, and MPLS technologies.

Responsibilities

• Provide Level 2 operations support for IP-based services.
• Manage customized IP Solution Projects with Project Manager.
• Coordinate with core engineering team for service delivery.

Skills

Customer-oriented

Self-motivated

Well spoken English

Interpersonal skills

Education

CCIE Routing/Switching or University Degree in Electronic/Information System/Computer Engineering

Higher Diploma in Electronic/Telecom Engineering

Tools

MPLS technologies

TCP/IP

SD-WAN Technology

Job description

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 2 nd 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 PCCWGlobal 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;
• Experience with SD-WAN Technology.
• 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 and written English
• Good communication (especially telephonic), presentation and interpersonal skills;