SOC B2B Engineer

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.

•     Receiving calls from B2B clients related to enterprise services (Fixed Service, Cloud Service, Hosting Service, and other launched services) 

•     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. 

•     Cooperating with NOC Engineers on network troubleshooting that could impact SOC services. 

•     Notifying B2B, Home Clients, Call Center agents of any service impacts from internal or external outages. 

•     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. 

• Bachelor’s Degree Telecommunication, Networking, or any related field
• Minimum Two (2) years of Telecommunications experience (ISP, Fixed Network, Base Station, Transmission, Power, IT Infra, Datacenter,  EMS, NMS, and OSS)
• Good communications in English, reading, writing, and listening

•     Risk Management

•     Interpersonal Skills, Communication Skills

•     Result Driven

•     Change Management

•     Microsoft Office

•     Proactive

•     Customer Focus

•     Teamwork