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PCCW GLOBAL Limited · 6 hours ago

IP Operations Engineer

Manila, AR

Full-time

Onsite

Entry, Mid Level

2+ years exp

PCCW Global is seeking an IP Operations Engineer to provide customer support for their SDN platform, Console Connect. The role involves troubleshooting network issues, managing customer communications, and coordinating project deliveries to ensure high customer satisfaction.

Telecommunications

H1B Sponsor Likely

Responsibilities

Support users on the Console Connect platform and assisting them the use of the various features and functionality of the Console Connect SDN platform. From how to sign up, to ordering ports, virtual connect, cloud service (Azure, AWS, Google, Tencent, AliCloud ) benefits, how to use, pricing

Evaluate issues proactively identified or reported. First level deep dive of the issue, action prioritisation and establishment of the corrective action/s required or temporary workaround

Trouble Shooting Layer 2, Layer 3 network faults, cloud service connectivity issues, x-connect with Data Centre Partners and Local Loop issues with our PTT providers. Root cause request and analysis

Handle and manage the inbound customer communication (Email, Chat, Slack notification), inbound call

Ticket creation and tracking. Progress update, case documentation, escalation, co-ordination of resources to resolve. Compile detailed incident report upon customer request

Escalate high priority incidents and major events not resolved within defined timeframe to team leaders and senior level management teams

Service and alert monitoring, taking the necessary corrective action to inform our customers and troubleshoot

Ensure high customer satisfaction by ensuring issues are resolved in a timely manner and ensure business impact are kept to an absolute minimum

Taking lead role in executing, monitoring and planning to ensure effective delivery and provision of services purchased (x-connect, local loops..etc). New customer on boarding

Is prepared to work shifts

Qualification

MPLSL2/L3 troubleshootingCloud servicesNOC experienceCustomer serviceCisco CCNAJiraAttention to detail

Required

Must possess excellent communication skills and ability to interact positively with our customer at all levels. Able to verbalise and explain complex faults, queries and technical issues in simple terms

2 years of Service Provider technical NOC experience, with a strong network troubleshooting background

Proven team player, is well organized, self-motivated, shares ideas

Good understanding L2, L3, MPLS, Cloud, multi cloud, Internet/IP

Knowledge of NOC ticketing system eg. Remedy or similar, Jira services handling and Service provisioning process

Experience in troubleshooting WAN related problems

Customer service focus. Have the ability to diffuse difficult situations and able to be flexible and creative to deal with customers positively

Good attention to detail. Is meticulous and follow through in tasks

Self-motivated, focused and takes active interest and takes ownership

Is prepared to work shifts

Preferred

Has worked in a Service provider Network NOC, good knowledge of customer service practice, troubleshooting

Have done first line support layer 2, layer 3 services, worked with x-connect, local loop troubleshooting, understanding of BGP, multi cloud etc

Previous knowledge or experience in coding and programming in a development environment

Good command of English language

Cisco CCNA is a plus

Company

PCCW GLOBAL Limited

PCCW Global is a leading digital infrastructure provider, empowering businesses with agile, scalable and secure connectivity solutions By combining a best-in-class network with our award-winning on-demand platform Console Connect, we help businesses navigate the network complexities of the digital world with ease.

Founded in 2007

Herndon, Virginia, USA

1001-5000 employees

http://www.pccwglobal.com/en/

H1B Sponsorship

PCCW GLOBAL Limited has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2020 (1)