Service Operations Center Engineer Ii
Current-Provide technical investigation and diagnosis of fault tickets received-Conduct simple to complex isolation using tools, analyze possible cause of fault, and map out test plan/s for restoration-Dispatch field group/s to network node/customer premise to validate the fault and execute restoration plan-Coordinate with Level 2 engineers and local/foreign third-party providers to further isolate the fault and provide fix-Assist Field Engineers in conducting Layer 2 and/or Layer 3 test by checking status of circuit-Conduct in-house simulation by replication of customer’s issue to isolate ISP network by reconfiguration of network and/or remote-end devices such as routers, modems, access points -Conduct validation, isolation, testing and clearing of network-level issues involving network outages-Monitor networks and endorse to proper group for their further checking once seen with alarms-Handle customer management of escalated and prolonged outages-Attend client calls and represent the technical teams during joint troubleshooting
