NOC Engineer  

Monitoring and Analysis

• Utilize network monitoring and management tools to proactively identify and diagnose network faults and incidents.

• Analyze network events and incidents, ensuring timely resolution within established Service Level Agreements (SLAs).

• Maintain detailed documentation of network incidents, including troubleshooting steps, root cause analysis, and resolution procedures.

Incident Management

• Prioritize network issues based on severity and business impact.
• Escalate critical incidents to appropriate support teams (Tier 2 or Vendor Support) with clear and concise analysis and data.
• Collaborate with internal and external stakeholders to ensure timely resolution of network issues.
• Provide clear and consistent communication to all parties involved throughout the incident life cycle.

Device Management

• Perform commissioning and decommissioning of network devices following established procedures.
• Maintain accurate records of network equipment operation and ensure timely resolution of equipment issues.
• Update network, server, and voice device documentation, including configuration changes and equipment failures.

Technical Support

• Serve as the first point of contact for customers seeking technical assistance via phone, Viber, and email.
• Troubleshoot network, server, and voice-related issues using diagnostic techniques and insightful questioning.
• Maintain accurate and up-to-date customer information within ticketing systems.

Knowledge Base and Collaboration

• Contribute to the internal troubleshooting knowledge base for continuous improvement.
• Participate in high-severity incident bridges (Sev 1/2) to gather information, coordinate resolutions, and keep stakeholders informed.
• Other job-related activities may be assigned from time to time.

• At least graduate with a Bachelor’s Degree in IT, Computer Science, Engineering or any related course.
• At least 2+ years of NOC or Service Desk experience in IT Operations
• Knowledgeable in the following:
  • IT Service Operations or IT Service Management
  • ITIL Framework, Ticketing Tool
  • IT Literacy around Applications and Systems
• Must have strong analytical skills, highly detailed and process-oriented.
• Must have strong communication and presentation skills in English and Filipino.
• Must have strong business/client engagement skills.
• Must be assertive, results-oriented, and able to multitask.
• Must possess strong negotiation skills.
• Must have strong interpersonal skills
• Ability to work with minimum supervision and able to provide guidance to new team members.
• Must be adept to work in a fast-paced environment with tight SLAs.