PCCW

NOC Engineer

PCCW

full-time

Posted on:

Location Type: Office

Location: Hong Kong • 🇭🇰 Hong Kong

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Job Level

Junior

About the role

  • Voice NOC Engineer is responsible for network surveillance, network performance monitoring and management of PCCW Global Voice networks.
  • Member handles system planned work and ad-hoc outage coordination; perform daily routine checks, effective fault ticket handling to resolve the customers' concerns.
  • Cooperate with Tier-2 and Tier-3 IP engineer to improve performance or resolve quality issue.
  • Handles customer trouble tickets, and performs first line support and troubleshooting.
  • Conducts initial analysis, perform appropriate actions and works hand in hand with the Tier 2 and Tier 3 Support team, carrier partners, or switch vendor in order to resolve technical faults.
  • Properly documents, tracks, and updates customers fault ticket status in timely manner.
  • Share traffic statistics, and collaborate to internal Services team to improve performance or resolve quality concerns especially for critical/ sensitive customers.
  • Cater carrier test requests from internal Service team – assures voice quality, correct calling number delivery, Post Dial Delay (PDD) are within benchmark; False AnswerSupervision (FAS) and other voice quality issues are checked.
  • Perform proactive measures and system health and alarm checking for mobile and voice networks.
  • Submit and document daily routine system utilization reports.
  • Assist supervisors to develop operational procedures related to NOC organization functions.

Requirements

  • University Degree in Electronic/Electrical Engineering with 1 year experience in voice communication field, OR Voice related Certificate with 2 years relevant experience in Data and Voice communication field.
  • Good knowledge in the operations of various data and voice network equipment
  • Customer oriented, good initiative, self-motivated and able to work under pressure.
  • Cisco Certified Network Associate (CCNA) is preferable
  • Analytical problem solving skills with an ability to get to the root cause quickly
  • Strong customer service orientation
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
network surveillancenetwork performance monitoringfault ticket handlingtroubleshootingsystem health checkingtraffic statistics analysisvoice quality assurancePost Dial Delay (PDD) analysisFalse Answer Supervision (FAS) checkingoperational procedures development
Soft skills
customer orientedself-motivatedable to work under pressureanalytical problem solvinggood initiativestrong customer service orientation
Certifications
Cisco Certified Network Associate (CCNA)