IP Customer Engineer

PCCW GLOBAL Limited; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

PCCW Global Limited seeks an experienced Level2 operations specialist to support international IP services and ad hoc on-site tasks. You will coordinate with Project Managers on IP solution provisioning and work with core engineers to implement upgrades and non-standard configurations.

The role requires deep knowledge of L2/L3 routing, MPLS, firewalls, and SD-WAN, plus a track record in service provider or enterprise environments. On-call duties and 24x7 coverage are expected.

Qualifications

• L2/L3 routing and switching knowledge is required.
• Firewalls, TCP/IP and MPLS proficiency is required.
• CCIE routing/switching or related degree is acceptable.
• IP related qualifications such as CCNP if CCIE is not held.
• Experience in service provider and enterprise markets is preferred.
• Experience with SD-WAN technology is preferred.
• Solid understanding of operational/service management processes.

Responsibilities

• Provide Level2 operations support for international IP services including Layer2 VPN, Layer3 MPLS, and Global Internet Access.
• Coordinate with Project Manager to implement customized IP solutions and configuration details for customers.
• Collaborate with core engineering to provision non-standard services and perform network upgrades.
• Resolve customer issues primarily via remote support, with on-site involvement as needed.
• Act as escalation point for NOC issues and provide second-line support.
• Work with core engineering to diagnose and resolve higher-level problems and implement solutions.
• Participate in provisioning and supporting products like HDVC and HPBX as required.
• Operate within virtual teams and ensure 24x7 support coverage for PCCWGlobal clients.

Skills

L2/L3 routing & switching

Firewalls

TCP/IP

MPLS

SD-WAN Technology

English communication

Education

CCIE Routing & Switching

Higher Diploma in Electronics/Telecom Engineering

Tools

SD-WAN platforms

Job description

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;