Customer Support Engineer (NOC)

仕事内容

PCCW Global is looking for a full-time Customer Support Engineer to join the Global Services, NOC team in the Gosselies, Belgium office. This is a combined network operations centre and customer facing function. The main responsibilities are:

Role and Responsibilities:

• Providing both technical and customer support by carrying out all operations tasks for the company network systems on a 24/7 rota basis
• Addressing customer complaints, faults and alarms and updating the Trouble Ticketing System/ Fault Log accordingly
• Coordinating the remedy of failures by involvement of reaction team (Level 2 operations Engineers on Standby), vendor support and rendering support to remote locations
• Carrying out remedial and other maintenance activities when on normal working day duty or standby, as requested by the Engineer in Charge or specified by the Operations Director
• Assisting equipment suppliers, contractors, partners and other departments in equipment installation and integration on the premises
• Arranging execution of Work Orders endorsed and assigned by the Customer Support Manager or Operations Director, through carrying out equipment configuration and parameter changes (typically operation related, such as changing routing arrangements; however also routine expansions systems).
• Providing technical support in the setup and testing of new or existing interconnect links in order to implement these changes as per the planning proposed by the relevant Project Managers
• Recording, verifying and testing diligently all system parameters and configurations and remote sites prior and after execution of any Work Orders (such as software parameters and settings, hardware configurations, cabling, transponder allocations, etc.)
• Where required to cover team members on sick or annual leave at unscheduled times
• From time to time, may have to visit remote E/S locations

Requirements:

• We require at least a 3-years certificate in technics (telecommunications domain) after the secondary school, especially in Switching/ Radio Engineering, Electronics, or equivalent
• Theoretical and strong practical knowledge of IT systems, modern switching systems (circuit and packet switched), voice compression, transmission technologies and systems, specifically radio based systems such as satellite

• Previous work experience operating IT systems, telecommunications systems, strong hands-on maintenance experience and supplier specific hardware knowledge. Significant prior operation and maintenance experience in the same field

• Very good analytical, conceptual and trouble shooting skills

• Very Good command of written and spoken French and English

• Ability to build up a trust relationship with the customer and passionately provide an excellent quality of service

• Understand the needs and expectations of customers and encourage other employees to do the same

• Understand and demonstrate sensitivity for cultural differences. Show a high level of consciousness and a behaviour appropriate for the situation

Attractive salary and fringe benefits will be offered to the successful candidate.

Job Types: Full-time, Permanent contract

Schedule:

• Monday to Friday

Application Question(s):

• Do you have 3-years certificate in technics (telecommunications domain) in Switching/ Radio Engineering, Electronics, or equivalent?
• Do you have experience operating IT systems or telecommunications systems?