SOC B2B Engineer

September 30, 2023 | Service Operations | 2 positions in Phnom Penh

Job responsibilities

As a SOC B2B Engineer, you will be responsible for receiving and handling calls and tickets from B2B clients related to enterprise services such as Fixed Service, Cloud Service, and Hosting Service. You will also handle tickets from Call Center related to Home Clients. Perform first-level troubleshooting for B2B and Home Clients, escalating tickets to Level 2 SOC Support when necessary, and updating ticket statuses. You will cooperate with NOC Engineers on network troubleshooting and communicate with relevant teams for swift service restoration. Additionally, you will prepare handover reports between shifts to ensure smooth operations.

As a SOC B2B Engineer, you will be accountable for:

• Receiving calls from B2B clients related to enterprise services (Fixed Service, Cloud Service, Hosting Service)
• Receiving and handling tickets from Call Center related to Home Clients for services related to Fixed, Cloud, Hosting
• Performing first-level troubleshooting on B2B and Home Clients to handle complaints with appropriate flow
• Escalating tickets to Level 2 SOC Support when unable to resolve at this stage\
• Updating ticket statuses to B2B, Home Client, and Call Center
• Notifying B2B, Home Clients, Call Center agents of any service impacts from internal or external outages
• Cooperating with NOC Engineers on network troubleshooting that could impact SOC services
• Creating tickets for internal and external parties for tracking and systematic updates on service issues
• Preparing handover reports between shifts to ensure smooth operations
• Communicating with relevant teams for swift service restoration when root causes of issues are identified

Job requirements

• Bachelor’s Degree
• Minimum Two (2) years of Telecommunications experience (ISP, Fixed Network, Base Station, Transmission, Power, IT Infra, Datacenter)
• Minimum Two (2) years of experience in EMS, NMS, OSS
• Area of Experience: ISP, Transmission, Power supply, Infrastructure, OSS, IT Network
• Risk Management
• Interpersonal Skills, Communication Skills
• Good communication in English, reading, writing, and listening
• Result Driven, Change Management, Proactive, Customer Focus Teamwork

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