Incident-Resolution Engineer – Tier 1 Tech Support

Globe Telecom, Inc.; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

Globe Telecom, Inc. in Manila seeks a Tier 1 Tech Service Support Engineer to act as the primary technical interface for B2B clients, handling incident resolution and service continuity across Core Data, Broadband, Mobile, and IT services.

You will perform initial troubleshooting, health checks, and network diagnostics, manage incident lifecycles, and coordinate with internal teams and vendors to restore service within SLAs, while maintaining proactive communication with customers.

Qualifications

• 3 to 5 years of telecom or IT network operations experience.
• Proficient in IP protocols and network hardware.
• Experience in incident lifecycle management and SLA adherence.
• Strong analytical and customer relationship skills.

Responsibilities

• Serve as the primary technical interface for B2B clients.
• Perform initial troubleshooting and health checks.
• Conduct network diagnostics and restore circuits.
• Coordinate with internal support groups, field teams, and vendors to resolve issues.
• Provide proactive status updates during incidents.

Skills

Network operations

Troubleshooting

incident management

Customer relationship management

OSPF/BGP

Education

Bachelor degree in Engineering (Electronics/Communication), Computer Science, or IT

Tools

Routers

Switches

Firewalls

TCP/IP

SIP

RTP

Job description

Globe Telecom, Inc. in Manila seeks a Tier 1 Tech Service Support Engineer to act as the primary technical interface for B2B clients, handling incident resolution and service continuity across Core Data, Broadband, Mobile, and IT services.

You will perform initial troubleshooting, health checks, and network diagnostics, manage incident lifecycles, and coordinate with internal teams and vendors to restore service within SLAs, while maintaining proactive communication with customers.