Job Description

The NOC Engineer is responsible for first line maintenance during fault & event management. NOC engineer drive for timely identification & resolution of network and
customer faults, as well as supporting the overall PCCW Global Network / Service Operations Center.

Major Responsibilities

• Perform 7x24x365 round-the-clock front line duties in the PCCW Global Network / Service Operations Center
• Investigate network trunks and customer circuit alarms generated from the Network Management and Surveillance Alarm Monitoring Systems for PCCW Global IP
  Network
• Support Tier-1 maintenance and fault diagnostic on network fault and coordinate with Tier-2 or Tier-3 IP engineering team to arrange faulty resolution
• Troubleshoot on customer reported circuit fault; carry out diagnosis and testing for fault isolation
• Ensure customer service reports and enquires are managed promptly and provide periodical response.
• Run appropriated test for circuit fault troubleshooting and verify the performance
• Communicate with carriers and service partners, internal and external parties to drive for quick problem fixing and service restoration
• Update respective parties on the fault progress and take necessary action and escalation according to the predefined timeframe by NOC Management team
• Record down the remedy actions taken in the course of fault management, timelines of progress and reason of outage in the ticket system
• Conduct network and service review to drive for performance improvement
• Carry out Network / Service Operation Center routine jobs as per predefined procedures and work instructions from the NOC Manager
• Comply and act in accordance with PCCW Global Network Operation Center information security policy and PCCW Group policies on Personal Data Privacy
• Support Customer Operation / Change Request / Maintenance activity that coordinates with related party to conduct the customer request and provide promptly and
  periodically response.
• Other related duties as assigned
  
  

Job Requirement/Qualification/Skill

- High Certificate / Degree holder or above in Electronic/Information Technology Engineering; OR
- 1 - 3 years of direct telecom, networking or Internet Service Provider experience (strong technical education/training/aptitude will be considered in lieu of work
experience)
- CCNA passed or other advanced technical/networking certifications
- Above average technical knowledge accompanied by excellent trouble shooting skills
- Basic knowledge of T1/T3, E1/E3, STM1 to STM16/ OC03 to OC192 / OTU4, TCP/IP, BGP, VPN, MPLS, routing/switching is desired
- Proficient with standard network systems and software, i.e. NMS, Visio, Remedy, NetCool.
- Good oral/written communications skills (clarity and conciseness)
- Customer oriented good initiative, self-motivated and able to work under pressure
- Proactive/self-motivated to follow direction, processes and procedures
- Detail oriented and organized with the flexibility to manage multiple priorities effectively
- Analytical problem solving skills with an ability to get to the root cause quickly
- Strong customer service orientation