Updated: Job Description
* * * * * * IP NOC Engineer (with CCNA Certification) * * * * * *
To perform round the clock front line duties and to attend customer service reports, perform fault isolation and diagnostic functions
To monitor service reports and carry out first line maintenance on equipment and systems / network for IPVPN and GIA
To identify and resolve customer network problem in coordinate with internal and external parties for smooth execution of jobs in order to ensure an integrated and uninterrupted service is maintained
To perform proactively monitoring of PCCW Global Network Monitoring tools to identify customer fault and carry out first level maintenance until resolution
To ensure customer service reports and inquiries are managed promptly and periodically in responsive manner
To escalate the prolong outage to service partners and drive for service / circuit restoration
To provide technical support for internal and external customers and keep track of major faults and expedite escalation or follow up action
To comply and act according with GSOC information security policy- personal privacy policy
* * * * * * Customer Engineer * * * * * *
Carry out effective & quality customer service provision in all International IP services, including Layer2 VPN, Layer3 MPLS, Global Internet Access, Managed Router/Firewall Services
Manage and coordinate with Project Manager the implementing of customized IP Solution Project in configuration and other technical aspect to our customers
Provide 2nd level support to the NOCs for such services and be an escalation point for such issues
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)
Work with the core engineering team to resolve higher level problems and implement solutions per request
Ad hoc activities as assigned by Management from time to time
* * * * * * VAS Support Engineer * * * * * *
Voice Platforms - The implementation and support of business voice systems
Daily platform tasks such as maintenance, monitoring, backups and availability
Tier 2 support of business customers on all products
Assist in creation of product support and training documentation
Advanced Network/VoIP troubleshooting
Assist with evaluation and integration of acquired networks
* * * * * * Global Customer Service Advocates * * * * * *
To answer telephone calls within the set targets so that customer satisfaction is achieved
To accurately record all customers fault reports/enquiries on Remedy System so that customer’s fault reports/enquiries are tracked in a managed way
Channel all collected information from customer to backend support center - GSOC accurately to facilitate fault investigation in an effective manner
To provide first line support on fault isolation, and attempt to clear faults/enquiries on first call so that customer satisfaction is achieved in a cost-effective way
To communicate updates and other information to customers so that customer satisfaction is achieved
To monitor progress of faults/enquiries so that faults are resolved within set target time
To follow guidelines on escalations and escalate problems and delays as necessary so that customer satisfaction is achieved
Provide VIP customer service of high-standard professional level, and ensure that customers receive a satisfactory response
All Support service support executive reporting to regional team leader in the local region
send your resume to reylive@yahoo.com
* * * * * * IP NOC Engineer (with CCNA Certification) * * * * * *
To perform round the clock front line duties and to attend customer service reports, perform fault isolation and diagnostic functions
To monitor service reports and carry out first line maintenance on equipment and systems / network for IPVPN and GIA
To identify and resolve customer network problem in coordinate with internal and external parties for smooth execution of jobs in order to ensure an integrated and uninterrupted service is maintained
To perform proactively monitoring of PCCW Global Network Monitoring tools to identify customer fault and carry out first level maintenance until resolution
To ensure customer service reports and inquiries are managed promptly and periodically in responsive manner
To escalate the prolong outage to service partners and drive for service / circuit restoration
To provide technical support for internal and external customers and keep track of major faults and expedite escalation or follow up action
To comply and act according with GSOC information security policy- personal privacy policy
* * * * * * Customer Engineer * * * * * *
Carry out effective & quality customer service provision in all International IP services, including Layer2 VPN, Layer3 MPLS, Global Internet Access, Managed Router/Firewall Services
Manage and coordinate with Project Manager the implementing of customized IP Solution Project in configuration and other technical aspect to our customers
Provide 2nd level support to the NOCs for such services and be an escalation point for such issues
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)
Work with the core engineering team to resolve higher level problems and implement solutions per request
Ad hoc activities as assigned by Management from time to time
* * * * * * VAS Support Engineer * * * * * *
Voice Platforms - The implementation and support of business voice systems
Daily platform tasks such as maintenance, monitoring, backups and availability
Tier 2 support of business customers on all products
Assist in creation of product support and training documentation
Advanced Network/VoIP troubleshooting
Assist with evaluation and integration of acquired networks
* * * * * * Global Customer Service Advocates * * * * * *
To answer telephone calls within the set targets so that customer satisfaction is achieved
To accurately record all customers fault reports/enquiries on Remedy System so that customer’s fault reports/enquiries are tracked in a managed way
Channel all collected information from customer to backend support center - GSOC accurately to facilitate fault investigation in an effective manner
To provide first line support on fault isolation, and attempt to clear faults/enquiries on first call so that customer satisfaction is achieved in a cost-effective way
To communicate updates and other information to customers so that customer satisfaction is achieved
To monitor progress of faults/enquiries so that faults are resolved within set target time
To follow guidelines on escalations and escalate problems and delays as necessary so that customer satisfaction is achieved
Provide VIP customer service of high-standard professional level, and ensure that customers receive a satisfactory response
All Support service support executive reporting to regional team leader in the local region
send your resume to reylive@yahoo.com