Job Responsibilities:
Provide remote support for EMS customers, managing and proactively monitoring their network systems to meet SLA requirements.
Track the activities of Tier-1 engineers to ensure that all incidents, problems, and changes are under control and resolved in a timely manner.
Coordinate resources and collaborate with other teams to resolve issues.
Provide technical support, perform troubleshooting, and resolve complex problems.
Maintain and improve documentation.
Stay updated on advancements in network infrastructure and technologies.
Job Requirements:
Associate degree or higher, preferably in Computer Science, Information Technology, or a related field.
Approximately 5 years of experience in networking; NOC experience is preferred.
Strong hands-on problem-solving and analytical skills, with experience in incident management and troubleshooting, including root cause analysis; capable of working under pressure while managing multiple tasks.
Familiarity with network infrastructure components, including routers, switches, firewalls, load balancers, access points (APs), wireless controllers, etc.
Familiar with IP networking protocols such as TCP/IP, ARP, STP, DHCP, VRRP, OSPF, BGP, and SNMP; experience and knowledge of SD-WAN network technologies.
Hands-on experience with Cisco, Huawei, Juniper, Aruba, Ruckus, and Fortinet network equipment; CCIE or HCIE certification is preferred.
Understanding of ITIL-based service management processes, including incident, problem, and change management.
Knowledge of network security principles, including firewalls, IDS/IPS, and vulnerability management.
Strong customer service mindset, strong communication skills, and a collaborative team spirit.
Fluent in Cantonese, with written proficiency in English.
Open to working a 7×24 shift rotation.
PCCW Limited is a global company headquartered in Hong Kong which holds interests in telecommunications, media, IT solutions, property development and investment, and other businesses.
The Company holds a majority stake in the HKT Trust and HKT Limited*, Hong Kong’s premier telecommunications service provider and leading operator of fixed-line, broadband, mobile communication and media entertainment services. HKT delivers end-to-end integrated solutions employing emerging technologies to assist enterprises in transforming their businesses. HKT has also built a digital ecosystem integrating its loyalty programme, e-commerce, travel, insurance, fintech and healthtech services to deepen its relationship with customers.
PCCW owns a fully integrated multimedia and entertainment group in Hong Kong engaged in the provision of OTT video service locally and in other places in the region. Through HK Television Entertainment Company Limited, PCCW also operates a domestic free TV service in Hong Kong.
In addition, PCCW holds a stake in Pacific Century Premium Developments Limited and other overseas investments.
PCCW is part of Pacific Century Group, named by Forbes as one of the World's Best Employers 2023.
*HKT Limited is a company incorporated in the Cayman Islands with limited liability.
Listing and trading
PCCW shares are listed on The Stock Exchange of Hong Kong Limited (SEHK: 0008) and traded in the form of American Depositary Receipts on the OTC Markets Group Inc. in the US (Ticker: PCCWY).
