NOC Tier 2 Monitoring

CallTek; Cebu City; On-site; PHP 335,000 - 614,000; Full time

Job summary

CallTek is seeking a Network Incident Response Specialist to monitor network health, triage alerts, and coordinate rapid restorations from Cebu City.

You will perform remote tests, guide on-site staff through hardware checks, and engage vendors for RMAs while maintaining thorough updates in the ticketing system.

Qualifications

• Role focuses on continuous monitoring of network health and initial triage.
• Remote diagnostics and coordination with on-site staff for hardware checks.
• Vendor coordination for RMAs and remote support.
• Clear, timely updates in the ticketing system.

Responsibilities

• Monitor dashboards and tickets in real-time to identify Down or Critical alerts.
• Verify alert data: severity, site name, device IP, and alert time.
• Perform basic remote troubleshooting: pings, traceroutes, NMS checks.
• Coordinate on-site staff for physical checks and power cycles to restore service.
• Escalate unresolved issues and coordinate with vendors for RMAs and replacements.

Job description

Responsible for continuous monitoring of network health and serves as the first point of contact for network alerts. This role focuses on identifying connectivity 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 dashboards and tickets to identify "Down" or "Critical" alerts in real-time.
• Verify categorized tickets for every alert, ensuring all initial data (severity, site name, device IP, and alert time) is accurately recorded.
• Basic Triage: Determine if 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 tickets when 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.
• Assist in verifying connectivity once a 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 where appropriate (based upon warranty and subscription).
• Implementation of temporary solution where possible and appropriate.

Communication & Reporting

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