NOC Engineer

MicroSourcing International; Taguig; Vor Ort; PHP 502.200 - 725.400; Vollzeit

Benefits dieser Stelle

Healthcare coverage on day one

Paid time-off

Group life insurance

Performance bonuses

Competitive rewards

Zusammenfassung

MicroSourcing in Manila area is seeking a NOC Engineer to join our Enterprise Business Service Centre on site in BGC, Taguig. You will be the escalation point for incidents, act as SME for new technologies, deliver training, and coordinate with internal teams to resolve outages affecting Enterprise accounts.

The role requires 3–5 years in NOC or service desk, a bachelor’s degree, strong troubleshooting, excellent communication, and experience with ITSM tools like ServiceNow.

Qualifikationen

• Minimum 3–5 years experience in a NOC Engineer/Service Desk environment.
• Bachelor’s degree or relevant business/technical qualifications.
• Proven experience delivering exceptional customer service.
• Demonstrated analytical skills and technical understanding.
• Practical experience in service management disciplines.

Aufgaben

• Action and resolve incident/request escalations from the Service Centre team or management.
• Lead training and documentation for new business processes and technologies.
• Deliver technical training for new technologies/services to the team.
• Report on recurring incidents and provide root cause analysis and remediation.
• Lead from a Service Centre perspective on major incidents or outages affecting Enterprise customers, collaborating with internal stakeholders.
• Drive ticket management and ensure timely updates/resolutions.
• Own and resolve complex queries from Client Delivery or internal stakeholders.
• Maintain and update internal team processes and documentation.
• Triage and resolve tickets on first touch where possible; escape to internal TAC teams as needed.
• Adhere to established ticket SLAs (call response, ticket response, resolution).
• Monitor and work from internal call and ServiceNow ticketing queues.

Kenntnisse

Incident management

Training delivery

Troubleshooting

Communication skills

Time management

Ausbildung

Bachelor’s degree

Tools

ServiceNow

Jobbeschreibung

Job Title: NOC Engineer

Location: BGC, Taguig

Work setup & shift: Onsite | Day shift

Job Summary

The NOC Engineer is the escalation point for the Enterprise Business Service Centre, responsible for resolving escalations, acting as the technical point of contact for complex incidents and projects, and serving as the initial Subject Matter Expert for new technologies and processes. The role includes delivering training and documentation to the team, managing major incidents, and acting as a conduit between the Service Centre and the internal Major Incident Management team for outages impacting Enterprise accounts. The position also involves problem management, reporting, and driving continuous improvement in service delivery. The Senior Specialist may act as delegate for the Team Leader as required.

Your Role

• Action and resolve incident/request escalations from the Service Centre team or management.
• Lead training and documentation for new business processes and technologies.
• Deliver technical training for new technologies/services to the team.
• Report on recurring incidents and provide root cause analysis and remediation.
• Lead from a Service Centre perspective on major incidents or outages affecting Enterprise customers, collaborating with internal stakeholders.
• Drive ticket management and ensure timely updates/resolutions.
• Own and resolve complex queries from Client Delivery or internal stakeholders.
• Maintain and update internal team processes and documentation.
• Triage and resolve tickets on first touch where possible; escape to internal Technical Assistance Centre (TAC) teams as needed.
• Adhere to established ticket SLAs (call response, ticket response, resolution).
• Monitor and work from internal call and ServiceNow ticketing queues.

Non‑negotiables

• Minimum 3‑5 years experience in a NOC Engineer/Service Desk environment.
• Bachelor’s degree or relevant business/technical qualifications.
• Proven experience delivering exceptional customer service.
• Demonstrated analytical skills and technical understanding.
• Practical experience in service management disciplines.
• Understanding of ICT, Mobile, Voice, Data, and related technologies.
• Experience with ITSM tools (e.g., ServiceNow).
• Strong troubleshooting skills for hardware, software, and network issues.
• Excellent communication, interpersonal, and listening skills.
• Ability to manage multiple priorities and deadlines.
• Team player in a high‑performing environment.

Preferred Skills/Expertise

• Understanding of Event Management and ITIL Framework.
• Experience with Zscaler, Cisco Meraki, MS Teams, Contact Centre.
• Cisco Switching & Routing, SDWAN, and related certifications (e.g., CCNA, CMNE‑F, Fortinet NSE 1/2).
• Experience with F5 Load Balancer, Cisco/Juniper/Checkpoint/Palo Alto Firewalls.
• Understanding of cellular technologies (4G/5G).
• Strong negotiation and influencing skills.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Why join MicroSourcing?

You’ll Have:

• Competitive Rewards: Enjoy above‑market compensation, healthcare coverage on day one, plus one or more dependents, paid time‑off, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company‑sponsored events and activities.
• Work‑Life Harmony: Experience a culture that values your time, offering a balanced schedule and team‑driven initiatives designed to help you enjoy life beyond work.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive. At MicroSourcing, equality is not merely a slogan – it’s our commitment. Our way of life. Here, we don’t just accept your unique authentic self – we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

Terms & conditions apply