NOC Tier 2 Monitoring

CallTek; General Santos; On-site; PHP 279,000 - 502,000; Full time

Job summary

CallTek is seeking a Network Monitoring Specialist to continuously watch health dashboards and handle initial remote diagnostics. You will coordinate with on-site staff for physical checks and power cycles to restore service quickly.

The role emphasizes remote troubleshooting, escalation, and clear communication within a 24/7 rotating shift. A technical degree plus Tier 2 experience are preferred.

Qualifications

• Bachelor’s degree or equivalent work experience in a technical field.
• 1–2 years of experience in technical support (Tier 2).
• Fundamental understanding of IP addresses and network devices (Router, Switch, AP).
• Familiarity with common cable types (Cat5e/6, Fiber) and standard power components.
• Ability to read dashboards and use ticketing systems effectively.
• Ability to give clear instructions to non-technical staff over the phone.
• Willingness to work in a 24/7 rotating shift.

Responsibilities

• Monitor dashboards and tickets to identify Down or Critical alerts in real-time.
• Verify ticket data (severity, site, device IP, alert time) for every alert.
• Perform basic remote diagnostics and triage to determine outage scope.
• Coordinate with on-site staff for physical checks and power cycles as needed.
• Escalate unresolved issues promptly to appropriate teams.
• Engage device manufacturers for RMAs and remote support as required.
• Provide regular updates and summarize open/pending alerts for shifts.

Skills

Network monitoring

Remote troubleshooting

Communication

Ticketing updates

Incident prioritization

Education

Bachelor's degree in Computer Science/Information Technology or related field

Tools

NMS

Ticketing system

Job 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

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.

Education

• Bachelor’s degree in Computer Science, Information Technology, or related field, orequivalent work experience.
• 1 - 2yearsof experience in a technical supportTier 2.
• Fundamental understanding ofIP addresses,and networkdevices likeRouter, Switch, and Access Point.
• 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.
• Strong punctuality and focus within a 24/7 rotational shift environment.
• Ability to prioritize multiple incoming alerts based on their impact.
• Can work onsite and on a shifting schedule.
• Certifications (Optional):CompTIA A+ or Network+