NOC Tier 2 Monitoring

CallTek, Inc.; Cebu City; Vor Ort; PHP 279.000 - 469.000; Vollzeit

Zusammenfassung

CallTek, Inc. is seeking a Network Support Specialist in Cebu City to monitor network health, triage alerts, and coordinate with on-site staff for physical checks.

The role involves remote troubleshooting, basic diagnostics, and escalating unresolved issues to vendors when necessary. You will work on-site with a shifting schedule, requiring foundational knowledge of IP networks, experience with monitoring dashboards, and clear communication with non-technical staff on the phone.

Qualifikationen

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
• 1-2 years of experience in Tier 2 technical support.
• Fundamental understanding of IP addresses and network devices like routers, 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+

Aufgaben

• Monitor dashboards and tickets to identify real-time alerts.
• Verify tickets with initial data (severity, site, device IP, alert time).
• Determine outage scope (site-wide or device-level) before troubleshooting.
• Perform basic remote tests (Pings, Traceroutes, NMS status).
• Execute remote recovery actions per playbooks (port resets, restarts).
• Escalate tickets if remote steps fail.
• Coordinate with on-site staff (hotel front desk, maintenance, field techs).
• Guide physical checks (power LEDs, cabling, power cycles).
• Call device manufacturers for suspected hardware failures and manage RMAs.
• Escalate scheduling for dispatch and remote support as needed.
• Provide frequent updates in the ticketing system and summarize open/pending alerts.

Kenntnisse

Remote troubleshooting

On-site coordination

Network basics

Ticketing systems

Clear communication

Ausbildung

Bachelor's degree in CS/IT or related field

Tools

NMS

Jobbeschreibung

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.

Key Responsibilities

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+