Platform Operations EngineerPCCW Global is a leading telecommunications provider, offering the latest voice and data solutions to multi-national enterprises and communication service providers. Our truly global coverage combined with local, on the ground knowledge has helped us build best in class connections across the globe linking Asia-Pacific, Europe, the Americas, the Middle East and Africa.
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 include network alert monitoring, managing and handling enquiries, troubleshooting issues relating to Console Connect UI usage, Console product and service. The role also includes project co-ordination duties, including ordering, managing and delivery of cross connect and/or local loop, monitoring its progress and coordinating meetings for larger projects.
Responsibilities: Support users on the Console Connect platform and assist them in using the various features and functionality of the Console Connect SDN platform, including signing up, ordering ports, virtual connect, cloud service benefits, pricing, etc.Evaluate issues proactively identified or reported. Perform first-level deep dives into issues, action prioritisation, and establishment of corrective actions or temporary workarounds.Troubleshoot Layer 2 and Layer 3 network faults, cloud service connectivity issues, cross-connect with Data Centre Partners, and Local Loop issues with PTT providers. Conduct root cause requests and analysis.Handle and manage inbound customer communications (Email, Chat, Slack notification, inbound calls).Create and track tickets, provide progress updates, case documentation, escalation, and coordination of resources to resolve issues. Compile detailed incident reports upon customer request.Escalate high-priority incidents and major events not resolved within defined timeframes to team leaders and senior management teams.Monitor service and alerts, taking necessary corrective actions to inform customers and troubleshoot.Ensure high customer satisfaction by resolving issues in a timely manner and minimizing business impact.Take a lead role in executing, monitoring, and planning to ensure effective delivery and provision of services purchased (cross-connect, local loops, etc.). Manage new customer onboarding.Be prepared to work shifts.Required Qualifications: Excellent communication skills with the ability to interact positively with customers at all levels. Ability 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, well organized, self-motivated, and open to sharing ideas.Skills & Experience: Knowledge of NOC ticketing systems (e.g., Remedy or similar), Jira services handling, and Service provisioning processes.Experience in troubleshooting WAN-related problems.Customer service focus with the ability to diffuse difficult situations and be flexible and creative in dealing with customers positively.Good attention to detail; meticulous in following through on tasks.Self-motivated, focused, and takes ownership of responsibilities.Desired Qualifications: Experience working in a Service Provider Network NOC with good knowledge of customer service practices and troubleshooting.Experience in first-line support for Layer 2 and Layer 3 services, working with cross-connect and local loop troubleshooting, understanding of BGP, multi-cloud, etc.Previous knowledge or experience in coding and programming in a development environment.
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