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NOC Engineer l Onsite l Night shift

MicroSourcing

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3-5 Years
11 days ago
20 Viewed
0 Applied

Job Description

POSITION DESCRIPTION
Monitor and support customer IP PBX and standard data networking platforms

PRIMARY RESPONSIBILITIES
  • Provide effective level 1 and level 2 Voice and Data IP PBX technical support.
  • Monitor customer systems and proactively respond to service issues.
  • Troubleshoot, diagnose, and remotely resolve customer-reported service issues.
  • Respond to modification (moves, add, or changes) requests.
  • Escalate complex issues to the Systems Engineering team.
  • Maintain software/firmware versions and revision control of customer applications
  • Maintain the Customer Site Document (CSD) to document all moves, add, and changes to the physical and logical elements of a customer's network.

OTHER RESPONSIBILITIES
  • Develop deep and thorough understanding of numerous enterprise voice & data applications and services.
  • Develop thorough understanding of each customer's system components and configurations.
  • Document troubleshooting steps and processes using an internal ticketing system. Identify trends to become more efficient on future requests.
  • Provide training to all team members on specific areas of expertise.
  • Create ad-hoc reports on customer traffic and usage.
  • Creation of knowledge base documentation, including how to or frequently asked questions for internal use to support efficient process improvements.

REQUIRED SKILLS AND EXPERIENCE
  • 3+ years of experience in a customer-facing support and engineering environment
  • 3+ years troubleshooting, analysis, and remediation of typical small business/enterprise IP voice and data networks.
  • 3+ years of experience on VoIP (SIP), WiFi, unified communications other small business/enterprise IP applications
  • Working knowledge of standard enterprise networking protocols, standards, and hardware and systems (x86, TCP/IP, UDP, HTTP, DNS, NAT, firewalls, LAN, WAN, VLAN, VPN, routing, switching)
  • Experience with packet capturing tools and analysis such as Wireshark.
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Founded in 2006, we pioneered a new way of offshoring. This model involves setting up an overseas division of your company and getting a local specialist to handle facilities, IT, labor laws, recruitment and HR, while you retain control over quality and productivity. Today, we&#8217&#x3B;re still one of the largest and most experienced offshoring providers in the Philippines, with 400+ active clients and 6,000+ employees. We operate within purpose-built, class-A facilities that are strategically located for access to Manila&#8217&#x3B;s most talented people. We&#8217&#x3B;re backed by our Australian parent company, Probe and we&#8217&#x3B;re ISO certified.

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Last Updated: 18-06-2024 06:36:46 PM
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