PCCW GLOBAL Limited · 22 hours ago
IP Customer Engineer
Athens, GA
Full-time
Onsite
Senior Level
5+ years expPCCW Global is seeking an IP Customer Engineer to provide Level 2 operations support and provisioning of IP-based services to their client base. The role involves managing customer service for various international IP services and coordinating with project managers to implement customized solutions.
Telecommunications
Responsibilities
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
Qualification
Required
To provide Level2 operations support, provisioning of IP based services and ad hoc on-site support to PCCW Global client base, and ad hoc 'smart hands' support to other Business Units
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
Customer-oriented, self-motivated and tactful in dealing with other people across different functions
Well versed in spoken English
Good communication (especially telephonic), presentation and interpersonal skills
Team player
Self-starter
Strong knowledge in IP/IPv6/BGP/MPLS/IPSec SDWAN, Network Technology coupled with Cloud Technologies
At least Five (5) Years of relevant working experience
At lease CCNP/CCIE level of experience or knowledge, Certification in Juniper is an added advantage
Know the following Technology/tools/OS an added advantage, Iperf, Cisco IOS-XR/JunOS, Linux, Layer 1 Troubleshooting tools
Good written and verbal communication
Amenable to working shifting schedules
Company
PCCW GLOBAL Limited
PCCW Global is a leading digital infrastructure provider, empowering businesses with agile, scalable and secure connectivity solutions By combining a best-in-class network with our award-winning on-demand platform Console Connect, we help businesses navigate the network complexities of the digital world with ease.
1001-5000 employees
H1B Sponsorship
PCCW GLOBAL Limited has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Marc Halbfinger
Chief Executive Officer
Paul Gampe
Chief Technology Officer
Recent News
Mplify Alliance
2025-11-14
Mobile World Live
2025-10-17
2025-08-27
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