Noc Tier 2 Monitoring

Staff4Me; Compostela; On-site; PHP 280,000 - 420,000; Full time

Job summary

Staff4me is seeking a NOC Tier 2 Monitoring professional in Cebu City, Philippines to monitor network health, triage alerts, and coordinate with on-site staff for root cause resolution.

Responsibilities include remote tests, ticketing updates, and escalation when needed. A Bachelor's degree and 1–2 years in Tier 2 support are preferred; onsite availability and shifting schedules are required.

Qualifications

• 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 and switches.
• 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+

Responsibilities

• Maintain continuous monitoring of network health and serve as first contact for alerts.
• Identify connectivity issues, run remote diagnostics, and coordinate with on-site staff.
• Perform basic remote tests (pings, traceroutes) and remote recovery actions per playbooks.
• Escalate tickets timely if issues remain after initial troubleshooting.
• Coordinate with on-site staff for physical checks (power, cabling, hardware reboots).
• Assist in verifying connectivity once service is restored.
• Coordinate with device manufacturers and initiate RMAs as needed.
• Provide clear updates in the ticketing system and summarize open/pending alerts for shifts.

Skills

IP addressing

Network devices

Dashboards

Ticketing systems

On-site coordination

Prioritizing alerts

Clear instructions to on-site staff

Education

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

Tools

Network Management System (NMS)

Web-based monitoring dashboards

Job description

NOC Tier 2 Monitoring

Company : Staff4me
Job Type : Full Time
Cebu City, Philippines
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Job Description - NOC Tier 2 Monitoring

Description

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

• 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.

Requirements

• 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+