PCCW

Implementation Specialist

• To provide Level2 operations support, provisioning of IP based services and ad hoc on-site support to PCCW Global client base
• Carry out effective & quality customer service provision on all International IP services, including Layer2 VPN, Layer3 MPLS, Global Internet Access, SDWAN, 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
• As part of the service delivery chain, in coordinate and work with the core engineering team to provision non-standard services and implement network wide upgrades, changes, etc
• 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 provisioning 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/activities to ensure 24 x 7 support to PCCWGlobal client base (external/internal)
• Ad hoc activities as assigned by Management from time to time
• To be 24/7 on-call, and be participated in the team’s on-call routine to ensure around clock support

IP Customer Engineer