BSO is a global provider of network services including direct interconnection to all major cloud providers, IX remote peering, low latency high-speed point-to-point/multipoint capacity, metro and DWDM in major cities, enterprise business IP, BGP transit and colocation to enterprises and carriers. BSO offers a cost effective portfolio of tailored network services, enabling carriers, ISPs, content providers and fintech companies to quickly and easily increase their network footprint without the need to invest in their own infrastructure.
BSO are looking for an exceptional and talented senior network engineer to join our engineering team based in Hong Kong.
The operations team are at the heart of what we do, dealing with our customers and suppliers on a day to day basis ensuring we exceed expectations across the board. You’ll be fully exposed to a full range of technologies; such as MPLS (LDP/RSVP/MPLS-TP), IP (BGP/OSPF), Multicast, Transmission (DWDM/OTN) and SD-WAN across a multitude of vendors (primarily Extreme, Juniper, Nokia and Infinera/Coriant). We’re looking for confident individuals who are happy to take
ownership of faults from being reported to full resolution. You will be a key team player, willing to support others and assist wherever necessary to achieve team goals.
You will have strong analytical skills, being able to investigate faults to ensure quick and correct resolution whilst being developed by the engineering and architecture teams on a daily basis. You will have a strong customer service background, being able to handle tough situations when complex network issues arise. You will be able to manage customer communication in times of urgency and planned maintenance, supporting the customer journey through BSO.
We can offer you strong development, regular 1-2-1s with senior operations staff and exposure to a range of service provider network technologies.
➔ Be our customers’ direct point of contact during complex service delivery in conjunction with our project management team, from initial provision contact to handover. Providing excellent communication and customer service skills throughout. Complete both technical delivery and ordering of third party services where required.
➔ Proactively manage and troubleshoot escalated customer issues - Incidents, Service Requests and Changes in line with business processes.
➔ Build up key customer relationships, develop an ongoing rapport and build trust in our company.
➔ Investigate technical faults up to skill level, requesting assistance from other technical engineers where required.
➔ Escalate complex issues outside your team and to any third parties in a professional and timely manner ensuring incidents are kept within strict SLA timescales.
➔ Help ensure accurate and detailed documentation of the global BSO network in company systems. Helping to complete requested reports both internal and customer facing.
➔ Seek continuous improvement on both a personal and departmental operating process level.
Skills and Qualifications
➔ Strong customer service skills, including excellent written and verbal communication. Must be fluent in English.
➔ Able to build and maintain strong working relationships with customers, suppliers, and a globally based team of colleagues.
➔ Strong troubleshooting skills, with an analytical and appropriate approach to resolving identified issues; utilizing all available information sources / tools.
➔ 5 to 8 years of experience of working within a support / troubleshooting network environment: firewalls/security, routing and switching (IGP [BGP/OSPF], MPLS [LDP/RSVP/MPLS-TP], VLANs etc.), DWDM/Layer 1, OTN. Beneficial to have exposure to Juniper, Extreme, Fortinet, Nokia, Arista, Coriant/Infinera and Cisco networking equipment.
➔ Understanding of IXPs and tier 1 providers, cloud networking, particularly direct connect technologies, SDWAN technology and terminology. Beneficial to have experience with the Juniper/128T platform.
➔ Experience of working with data centre providers and remote hands engineers.
➔ Understanding of the TCP/IP stack and OSI model.
➔ Ability to be an active and important member of a multi-skilled team, working alongside escalation level engineers /
➔ Must have a flexible and positive attitude with the ability to thrive within a strong and engaged team
If you want to meet this challenge, in a human-sized company, join us!