NOC Tier 2 Monitoring

Staff4Me; Cebu City; On-site; PHP 300,000 - 420,000; Full time

Job summary

Staff4Me seeks a Network Support Specialist to monitor connectivity health and act as the first contact for alerts. You’ll diagnose remotely, triage events, and guide on-site teams through hardware checks and power cycles to restore service.

You will escalate unresolved issues, coordinate with vendors, and log actions in the ticketing system while maintaining clear communication with shifts and stakeholders.

Qualifications

• Bachelor's degree in Computer Science/IT or related field.
• 1-2 years of Tier 2 technical support experience.
• Fundamental understanding of IP addresses and network devices.
• Knowledge of Cat5e/6 and Fiber cabling.
• Ability to navigate web dashboards and ticketing systems.
• Ability to give clear instructions to non-technical staff on site.
• Ability to prioritize alerts by impact.
• On-site work on a shifting schedule.

Responsibilities

• Continuous monitoring of network health and alert ingestion.
• Initial triage to categorize outages and document data fields.
• Remote troubleshooting using Pings, Traceroutes, and NMS status.
• Coordinate with on-site staff for physical checks and reboots.
• Vendor coordination and RMA initiation when needed.
• Provide regular updates in the ticketing system.

Skills

Network troubleshooting

Remote diagnostics

Ticketing systems

On-site coordination

Communication skills

Shift work scheduling

Basic hardware checks

Education

Bachelor's degree in Computer Science / IT or related field

Tools

Network Management System (NMS)

Ticketing software

Job description

Key Responsibilities

Responsibleforcontinuousmonitoring of network health and serves as the first point of contact for network alerts. This role focuses onidentifyingconnectivity issues, performing initial remote diagnostics, and coordinating with on-site staff to perform physical hardware checks and power cycles to restore service quickly.

Alert Response & Initial Triage

• Maintain a constant watch on monitoring dashboardsand ticketstoidentify"Down" or "Critical" alerts in real-time.
• Verifycategorizedtickets for every alert, ensuring allinitialdata (severity,site name, device IP, and alert time)isaccurately recorded.
• Basic Triage:Determineif an outage is site-wide or limited to a single device (AP/Switch) before beginning the troubleshooting process.

Remote Troubleshooting

• Perform basic remote tests including Pings, Traceroutes, and verifying "Up/Down" status via the network management system (NMS).
• Execute basic remote recovery actions, such as port resets or service restarts, according to established playbooks.
• Escalation:Timely escalation of ticketswhen initial remote troubleshooting steps do not resolve the issue.

On-Site Coordination (Physical Layer)

• Call on-site staff (hotel front desk, maintenance, or field techs) to act as "remote hands."
• Guide on-site staff through physical checks, including:
• Power Status:Verifying if device LEDs are on/off.
• Cabling:Checking for loose, disconnected, or damaged Ethernet/Fiber cables.
• Power Cycles:Instructing staff on how to safely reboot specific hardware to clear "hung" states.
• Assistin verifying connectivity oncea service has been restored.

Vendor Coordination:

• Engage the device manufacturer if equipment failure suspected
• Initiation of the RMA process until RMA is approved/rejected
• Remote support for RMA replacements when approved
• Schedule internal resources for dispatch whereappropriate (based upon warranty and subscription)
• Implementation of temporary solution where possible and appropriate

Communication & Reporting

• Provide frequent, clear updates within the ticketing systemregardingthe progress of the restoration.
• Summarize all "Open" or "Pending" alerts for the incoming shift to ensure no critical issues are overlooked.

• Bachelor's degree in Computer Science, Information Technology, or related field, orequivalent work experience.
• 1-2 years of experience in Tier 2 technical support.
• Fundamental understanding ofIP addressesand networkdevices likerouters, switches, and access points.
• Knowledge of common cable types (Cat5e/6, Fiber) and standard power components.
• Ability to navigate web-based monitoring dashboards and ticketing systems.
• Ability to give clear, simple instructions to non-technical on-site staff over the phone.
• Ability to prioritize multiple incoming alerts based on their impact.
• Can work onsite and on a shifting schedule.

• Certifications (Optional):CompTIA A+ or Network+