Job Description
The NOC Engineer plays a pivotal role in ensuring the smooth functioning of our technical services while also providing exceptional user support. This role adeptly navigates network-related tasks and the responsive handling of user support requests, contributing to our technical services overall efficiency and excellence.
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.
Minimum Qualifications
Education At least graduate with a Bachelor's Degree in IT, Computer Science, Engineering or any related course.
Related Work Experience At least 2+ years of NOC or Service Desk experience in IT Operations
Knowledge Knowledgeable In The Following
CCNA
IT Service Operations or IT Service Management
ITIL Framework, Ticketing Tool
IT Literacy around Applications and Systems
Skills
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.
