SOC Support Engineer

As a SOC Support engineer, you will be responsible for receiving and handling tickets from Level 1 SOC B2B Engineers, Call Center, B2B, and Home clients related to enterprise services such as Fixed Service, Cloud Service, and Hosting Service. Perform second-level troubleshooting on B2B and Home Clients, escalating tickets to experts or responsible personnel when needed. Update service status, notify clients of service impacts, and create tickets for internal and external parties. Additionally, you will prepare hand-over reports and other required reports for management and communicate with relevant teams for swift service restoration.

• Receiving and handling tickets from Level 1 SOC B2B Engineer, Call Center, B2B, Home clients related to enterprise services (Fixed Service, Cloud Service, Hosting Service and other launched services). 
• Performing second-level troubleshooting on B2B and Home Clients with appropriate flows. 
• Escalating tickets to experts or responsible personnel when unable to handle at this stage.
• Communicating with relevant teams for swift service restoration when root causes of issues are identified by the second level. 
• Updating service status to Level 1, B2B, Home Clients, or Call Center on ticket status. 
• Notifying B2B, Home Clients, and Call Center agents of any service impacts from internal or external outages. 
• Cooperating with NOC Engineers on network troubleshooting that could impact SOC services. 
• Configuring relevant NEs within provided access limits to restore customer services. 
• Commissioning customer devices or other related NEs to ensure proper service functioning. 
• Creating tickets for internal and external parties to track and update service issues systematically. 
• Preparing handover reports and other required reports for management from own responsible shift. 

• Bachelor’s Degree of Telecommunication and Networking, IT or any related field
• Minimum Three (3) years of Telecommunications experience (Fixed Network, ISP, 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

•     Change Management

•     Microsoft Office

•     Proactive

•     Customer Focus

•     Teamwork