Network Engineer [CCNA] ⁿ  

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.

• 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.