Senior IP Customer Engineer

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/...