Senior IP Customer Engineer

HTK; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

HTK is seeking a Senior IP Customer Engineer in Manila to provide Level2 operations support for IP-based services and to deliver ad hoc on-site support to PCCW Global client base. The role includes remote troubleshooting, on-site support, and 24x7 on-call responsibilities; requires CCNP/CCIE level expertise and strong English communication.

You'll work with IP technologies like VPN, MPLS, SDWAN, and Cloud technologies, and collaborate with core engineering to resolve complex issues and

Qualifications

• 5+ years of relevant working experience in IP networking and related services.
• CCNP/CCIE level experience or certification; Juniper cert is a plus.
• Good written and verbal communication; amenable to shifting schedules.

Responsibilities

• Provide Level2 operations support for IP services including Layer2 VPN, Layer3 MPLS, Global Internet Access, SDWAN, Managed Router/Firewall Services.
• Resolve customer issues by providing technical support remotely and on-site as needed.
• Provide 2nd level support to NOCs and be an escalation point for issues.
• Collaborate with core engineering to resolve higher level problems and implement solutions per request.
• Participate in migrations and support of additional products including NNI/Cloud NNI.
• Work within Virtual Team structures on an ad hoc basis and ensure 24x7 support.

Skills

IP/IPv6/BGP

MPLS/SDWAN

Cloud Technologies

CCNP/CCIE

Iperf

IOS-XR/JunOS

Linux

Communication

Tools

Iperf

Cisco IOS-XR

JunOS

Job description

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Senior IP Customer Engineer

Shift Hours:1400 - 2300

Job purpose:

To provide Level2 operations support 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 on all International IP services, including Layer2 VPN, Layer3 MPLS, Global Internet Access, SDWAN, Managed Router/Firewall Services
• 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 Migrations and support of additional products as needed, including NNI/Cloud NNI.
• 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:

• Strong knowledge in IP/IPv6/BGP/MPLS/IPSec SDWAN, Network Technology coupled with Cloud Technologies
• At least Five (5) Years of relevant working experience
• At least CCNP/CCIE level of experience or knowledge, Certification in Juniper is an added advantage
• Know the following Technology/tools/OS an added advantage, Iperf, Cisco IOS-XR/JunOS, Linux, Layer 1 Troubleshooting tools
• Good written and verbal communication
• Amenable to working shifting schedules

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;