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Network Engineer / Technical Executive (Shift Duty)
Client Description

Regional telecom carrier

Job Description

• Perform alarm monitoring of all multi- network infrastructures, FM facilities and security for Shatin Data Centre and TKO Data Centre.
• Incident management to customer’s enquiries and complaints regarding faults, problems and service quality issues. Update to be provided every 2 hours until case fully  resolved.  Create trouble-tickets and providing status updates to customers.
• Coordinate and assist HQ/TAC and other Local Loop Providers to resolve problems in the network, local loop, customer’s CPE, Modem and Router setting and configuration issues. Coordinate and assist HQ/TAC to resolve customer performance issue (e.g. jitter, packet drop, long latency etc). Interface with local customer for the test plan, onsite test, hardware replacement and re-routing arrangement etc.
• Coordinate with Service Manager, HQ/TAC for work around (e.g. re-routing),  improvement plan and incident report.
• Follow the escalation procedures and perform fault escalation to higher levels including internal and external escalations to customers, services providers, vendors and contractors.
• Perform first level fault investigation of FM facilities and to notify and escalate to the next higher levels and contractors within 15 mins when encounter difficult and complex technical problems. Summary status update by means of SMS.
• Summarize fault ticket report and summary to AM/SM for customer meeting for all HK-Led account.
• Coordinate the adhoc urgent network change order form customer with Solution Manager, Account Manager and TAC.
• Keep the most updated customer contact list with recording team as per requested by customer and Account Manager.
• Support remote hand during non-office hours in Shatin DC as per requested by Manager and Engineers.
• Coordinate with Landlord /DRT for the adhoc remote hand support and access request required by TKO customers. Create DRT customer portal ticket and keep track of the status until case closed.
• Support TKO customers for non-office hours helpdesk support and incident management. Initial response in 15 mins and update to be provided every 2 hours until case fully resolved.
• Providing 24x7 first level remote hand support for Shatin customers
• Perform shift duties and routine operation and maintenance activities

Job Requirements

• High diploma or Degree in Telecommunication or related studies Possess 1- 3 years hands-on working experience in NOC environment is advantage
• Familiar with transmission equipment, IP and routing, data communication equipment, network management system, LAN/WAN technologies, ICT, etc.
• Must be customer oriented
• Possess good interpersonal skills
• Require to work on rotating shift duties
• Fluency in English and Chinese (spoken and written)
• Shift Duty is required. (12 hours shift)

Function
Information Technology
Employment Type
Permanent
Salary Range
HK$ 18000 - 25000
Yr(s) of Exp
1
Education Required
Higher Diploma
Location
Shatin
Post Date
2016-11-11