Senior IP Customer Engineer

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

Job summary

PCCW Global Limited is seeking a seasoned Level2 IP network engineer to provide operations support for IP-based services and on-site assistance to our client base in a 24x7 environment.

You will resolve issues remotely, escalate to NOCs and work with core engineering to implement solutions, including migrations and cloud NNIs. Strong CCNP/CCIE knowledge and Juniper certs are favored; shifting schedules required.

Qualifications

• 5+ years of relevant working experience in IP-based services.
• CCNP/CCIE level of experience or knowledge; Juniper cert is a plus.
• Strong knowledge of IP/IPv6/BGP/MPLS/IPSec SDWAN and cloud technologies.
• Good written and verbal communication; able to work in shifting schedules.

Responsibilities

• Provide Level2 operations support for IP-based services including Layer2 VPN, Layer3 MPLS, Global Internet Access, SDWAN, and Managed Router/Firewall Services.
• Remote technical support with on-site coverage as needed; 24x7 on-call participation.
• Serve as escalation point for NOCs and collaborate with core engineering to resolve issues.
• Support migrations and onboarding of new products, including NNI/Cloud NNI.
• Operate within Virtual Team structures and ensure proper handover in a global 24x7 support context.

Skills

IP networks

IPv6

BGP

MPLS

SD-WAN

Networking basics

Education

CCNP/CCIE certification

Juniper certification (advantage)

Tools

Cisco IOS-XR

JunOS

Linux

Iperf

Job description

Job Description

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;
• Team player;
• Self-starter.