Console Support Engineer at PCCW GLOBAL Limited

About the job
Overview:

Console Support Engineer will play a leading role in providing the necessary customer support functions to PCCW Global’s SDN platform Console Connect and the associated products and services. The Console Support Engineer will work in close co-operation with internal second and third level technical support functions, data centre partners, data centre providers, Console Product Managers and development teams. Key responsibilities to include network alert monitoring, managing and handling enquiries, troubleshooting issues relating to Console Connect UI usage, Console product and service. The role also includes a project co-ordination role and the duties includes ordering, managing and delivery of cross connect and/or local loop, monitoring its progress and coordinating meetings for larger projects.

The desired candidate will have worked in a Service Provider NOC environment with experience in MPLS L2/L3 troubleshooting; have worked with cloud services, multi-cloud support such as Azure, Google, IBM etc. .

Responsibilities:

• Support users on the Console Connect platform and assisting them the use of the various features and functionality of the Console Connect SDN platform. From how to sign up, to ordering ports, virtual connect, cloud service (Azure, AWS, Google, Tencent, AliCloud ) benefits, how to use, pricing
• Evaluate issues proactively identified or reported. First level deep dive of the issue, action prioritisation and establishment of the corrective action/s required or temporary workaround.
• Trouble Shooting Layer 2, Layer 3 network faults, cloud service connectivity issues, x-connect with Data Centre Partners and Local Loop issues with our PTT providers. Root cause request and analysis.
• Handle and manage the inbound customer communication (Email, Chat, Slack notification), inbound call
• Ticket creation and tracking. Progress update, case documentation, escalation, co-ordination of resources to resolve. Compile detailed incident report upon customer request
• Escalate high priority incidents and major events not resolved within defined timeframe to team leaders and senior level management teams.
• Service and alert monitoring, taking the necessary corrective action to inform our customers and troubleshoot
• Ensure high customer satisfaction by ensuring issues are resolved in a timely manner and ensure business impact are kept to an absolute minimum
• Taking lead role in executing, monitoring and planning to ensure effective delivery and provision of services purchased (x-connect, local loops..etc). New customer on boarding.
• Is prepared to work shifts

Required Qualifications:

• Must possess excellent communication skills and ability to interact positively with our customer at all levels. Able to verbalise and explain complex faults, queries and technical issues in simple terms
• 2 years of Service Provider technical NOC experience, with a strong network troubleshooting background.
• Proven team player, is well organized, self-motivated, shares ideas

Skills & Experience:

• Good understanding L2, L3, MPLS, Cloud, multi cloud, Internet/IP
• Knowledge of NOC ticketing system eg. Remedy or similar, Jira services handling and Service provisioning process
• Experience in troubleshooting WAN related problems.
• Customer service focus. Have the ability to diffuse difficult situations and able to be flexible and creative to deal with customers positively.
• Good attention to detail. Is meticulous and follow through in tasks.
• Self-motivated, focused and takes active interest and takes ownership

Desired Qualifications:

• Has worked in a Service provider Network NOC, good knowledge of customer service practice, troubleshooting
• Have done first line support layer 2, layer 3 services, worked with x-connect, local loop troubleshooting, understanding of BGP, multi cloud etc
• Previous knowledge or experience in coding and programming in a development environment
• Good command of English language
• Cisco CCNA is a plus