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Job Title: NOC/Service Desk Escalations Engineer
Rate: Php 416.66 per hour
Work Type:
Working Hours: TBD (UsuallyUS Hours/Night shift)
Start Date: TBD
Reports To: Network and Systems Operations Manager
Department: Network and Systems Operations (NOC)
JOB OVERVIEW:
The NOC/Service Desk Escalations Engineer is responsible for ensuring the smooth operation of network and systems infrastructure and for resolving complex, escalated incidents originating from the Service Desk. The role spans proactive monitoring, incident response, patching, backup integrity, software distribution, and automation/scripting to improve operational eƯiciency. The engineer follows company policies and procedures, maintains accurate documentation, collaborates across teams, and supports a culture of accountability and continuous improvement.
JOB ROLE & RESPONSIBILITIES:
Service Delivery & Operations
- Respond to and resolve escalated service requests and incidents across network and server infrastructure, ensuring timely restoration of service.
- Monitor, troubleshoot, and maintain client networks and systems using NOC tooling; perform configuration changes, upgrades, and patch management.
- Review and update tickets accurately each day; ensure detailed incidents and change documentation.
- Maintain and optimize backup infrastructure; perform regular backup validation and assist with disaster recovery planning and testing.
- Assist with software distribution and update deployment to endpoints and servers, ensuring eƯicient rollouts and compliance.
- Follow established systems, processes, and methodologies (incident, problem, change) according to company guidelines.
Technical Support & Collaboration
- Serve as the technical escalation point for the Service Desk; collaborate with senior systems/network engineers to resolve complex issues.
- Utilize remote monitoring and management (RMM) platforms to identify issues proactively and remediate them.
- Communicate eƯectively with Account Managers, the Service Desk, and stakeholders about major incidents, root causes, and preventive actions
- Contribute to and maintain knowledge base and runbooks for repeatable NOC and escalation procedures.
Process & Continuous Improvement
- Accurately and promptly track work, time entry, and asset or configuration changes; meet documentation standards.
- Develop and maintain scripts (e.g., PowerShell) to automate routine tasks and improve operational eƯiciency.
- Recommend improvements to monitoring, alerting, and escalation workflows to reduce mean time to detect (MTTD) and mean time to resolve (MTTR).
JOB REQUIREMENTS:
Knowledge, Skills, and Abilities
- Strong knowledge of network protocols (TCP/IP, DNS, DHCP, VPN), firewall configuration, and network monitoring tools.
- Experience with server operating systems (Windows Server, Linux), virtualization (VMware, Hyper-V), and storage solutions.
- Proficiency with backup/disaster recovery solutions and RMM platforms.
- Skill in preparing clear incident documentation and change records; attentive to detail under pressure.
- Strong analytical and problem-solving skills; eƯective communication with technical and non-technical stakeholders.
- Scripting/automation skills (e.g., PowerShell) and familiarity with emerging automation/AI tooling are a plus.
Credentials and Experience
- Bachelor's degree in Computer Science, Information Technology, or equivalent experience.
- 4+ years of experience in network/systems engineering or similar NOC role.
- Relevant certifications (e.g., CompTIA Network+, Cisco CCNA, Microsoft) highly desirable.
Performance Metrics
- SLA and KPI adherence for escalations and infrastructure incidents.
- Network/system uptime and reliability; reduction in MTTD/MTTR.
- Ticket quality (documentation completeness) and closure rates.
- Client satisfaction and stakeholder feedback; contribution to process and automation improvements.
