B2B Tech Service Specialist — Incident & Network Ops

GlobeTelecom; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

Globe is seeking a Tier 1 Tech Service Support Engineer to be the primary technical interface for B2B clients, handling incident resolution and service continuity across Core Data, Broadband, Mobile, and IT services. You will drive end-to-end incident lifecycles and support high SLA targets.

The ideal candidate has 3–5 years in telecom or IT network operations, strong knowledge of IP protocols and network hardware, and proven ability to communicate with customers and internal teams to restore

Qualifications

• 3–5 years in telecom or IT network operations, ideally in a 24/7 environment.
• Proficient in TCP/IP, SIP, RTP; routers, switches, firewalls; dynamic routing (OSPF, BGP).
• Strong analytical, problem-solving, and organizational skills.
• Experience in vendor and customer relationship management.
• Committed to SLA compliance and process improvement.

Responsibilities

• Act as the first point of contact for B2B customers experiencing technical issues across Core Data, Broadband, Mobile, and IT services.
• Conduct initial troubleshooting, alarm checking, and routine health checks to maintain network connectivity and service quality.
• Perform network diagnostics (ping, traceroute, packet analysis) and restore circuits using logical approaches.
• Manage incident lifecycles by ensuring correct logging, prioritization, and timely resolution.
• Coordinate with internal support groups, field teams, and vendors to resolve complex issues and restore service within agreed SLAs.
• Conduct proactive customer communication to provide status updates and manage expectations throughout the incident lifecycle.

Skills

IP protocols

Network hardware

Troubleshooting

Incident management

Customer relations

Education

Bachelor's degree in Engineering/CS/IT

Job description

Globe is seeking a Tier 1 Tech Service Support Engineer to be the primary technical interface for B2B clients, handling incident resolution and service continuity across Core Data, Broadband, Mobile, and IT services. You will drive end-to-end incident lifecycles and support high SLA targets.

The ideal candidate has 3–5 years in telecom or IT network operations, strong knowledge of IP protocols and network hardware, and proven ability to communicate with customers and internal teams to restore