NOC TechnicianNew

Five9 Philippines Inc.; Manila; Remote; PHP 279,000 - 502,000; Full time

Benefits offered by this job

Stock options

Night shift differential pay

HMO with dependents

Retirement Plan

Life Insurance

Internet and meal allowance for WFH

Employee Assistance Program

Job summary

Five9 Philippines Inc. is seeking a NOC Technician to monitor cloud infrastructure and manage incidents to ensure continuous service availability. You will work with cloud platforms and VoIP technologies, performing proactive checks and timely incident response.

This fully remote/hybrid role accommodates candidates based on location, with in-office requirements for some. A comprehensive benefits package is offered, including stock options and health plans.

Qualifications

• Minimum 1 year of software support experience.
• Intermediate knowledge of cloud platforms (Azure, GCP, AWS).
• Technical knowledge in telephony/configuration (PBX, ACD, CTI, VoIP, IVR).
• Proficient in SIP, RTP, ISDN and VoIP technologies.
• Networking configuration and troubleshooting.
• Knowledge of common network protocols (TCP, UDP, HTTP, DNS, NAT).
• VMware and enterprise server environments experience.
• MySQL and SQL Server knowledge.
• Willing to work shifts and be on-call.

Responsibilities

• Monitoring system performance and cloud services to ensure connectivity availability.
• Regular checks on infrastructure systems and services.
• Respond to incidents, outages, and performance alerts with proper escalation.
• Identify events and resolve issues proactively.
• Respond to customer escalations within SLA windows.
• Provision customer applications and services per procedures.
• Open and track carrier and internal tickets to resolution.

Skills

Cloud technology

Telephony troubleshooting

VoIP technologies

Networking troubleshooting

VMware / servers

Database knowledge

Communication skills

Tools

Azure

GCP

AWS

Active Directory

VMware

SQL Server

MySQL

Job description

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

NOC Technician

Key Responsibilities

• Monitoring the system performance, services in the cloud infrastructure to ensure the availability of the connectivity and services
• Performing regular checks on systems, services in the infrastructure
• Provide timely response to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams.
• Monitor and Identify events proactively resolving issues.
• Respond & Resolve Customer escalations within the SLA window.
• Turn up customer applications & services in accordance with standard procedures.
• Open and track to resolution carrier and internal tickets.

Required Experience

• Minimum of 1 year of related experience in a software support position
• Intermediate level knowledge on Cloud Technology (Azure, GCP, AWS, etc.)
• Mid-Level technical knowledge in at least one of the following categories.
• Telephony configuration and troubleshooting
• Knowledge of PBX, ACD, CTI, VoIP and IVR applications.
• Proficient in SIP, RTP, ISDN and other VoIP technologies
• Networking configuration and troubleshooting
• Knowledge in network theories and protocols like: TCP, UDP, HTTP, DHCP, DNS, NAT, BGP, MPLS, QoS, etc.
• Proficient in Internet Technologies, including routing, switching and general network infrastructure in a Cloud Environment
• Systems administration and troubleshooting
• Knowledge in VMware, bare metal/blade servers, Active Directory, Enterprise Applications, etc.
• Database Use and Administration
• Knowledge on MySQL, SQL Server
• Must be willing to work shifts and participate in on-call rotation (Days/Nights/Weekends).
• An understanding of operating systems, business applications, and network systems.
• Ability to communicate clearly (both in writing and speech).

Work Location: This role is fully remote for candidates who reside outside a driving distance of 20-kilometers of our office. Candidates who reside within 20-kilometers driving distance of our office would be required to work in-office 2 days a week.

Work Location: This role is hybrid and requires 2 days a week in office.

Company Benefits

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• While on work from home setup: Internet and meal allowance are provided
• Employee Assistance Program for mental and social well-being
• Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13thmonth pay, Solo parent leave, Special leave for women)

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

Five9 is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and interview process. If you need assistance or an accommodation due to a disability, please contact us at @five9.com to request an accommodation. Requests will be handled confidentially and in accordance with applicable law.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.