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; Team player; Self-starter.