Voice NOC Engineer
6 days ago
PCCW 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.
Voice NOC Engineer is responsible for network surveillance, network performance monitoring and management of PCCW Global Voice networks.
What you would be doing:- Responsible for network surveillance, network performance monitoring and management of PCCW Global Voice networks.
- Handle system planned work and ad-hoc outage coordination; perform daily routine checks, effective fault ticket handling to resolve customers' concerns.
- Cooperate with Tier-2 and Tier-3 IP engineers to improve performance or resolve quality issues.
- Handle customer trouble tickets, and perform first line support and troubleshooting.
- Conduct initial analysis, perform appropriate actions and work hand in hand with the Tier 2 and Tier 3 Support team, carrier partners, or switch vendor to resolve technical faults.
- Properly document, track, and update customers' fault ticket status in a timely manner.
- Share traffic statistics and collaborate with internal Services team to improve performance or resolve quality concerns, especially for critical/sensitive customers.
- Cater to carrier test requests from internal Service team – assure voice quality, correct calling number delivery, Post Dial Delay (PDD) are within benchmark; check False Answer Supervision (FAS) and other voice quality issues.
- Perform proactive measures and system health and alarm checking for mobile and voice networks.
- Submit and document daily routine system utilization reports.
- Assist supervisors in developing operational procedures related to NOC organization functions.
- 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.
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