NOC Tier 2: Real-Time Network Monitoring & On-Site Support

CallTek, Inc.; Cebu City; On-site; PHP 279,000 - 469,000; Full time

Job summary

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.

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, 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+

Responsibilities

• 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.

Skills

Remote troubleshooting

On-site coordination

Network basics

Ticketing systems

Clear communication

Education

Bachelor's degree in CS/IT or related field

Tools

NMS

Job description

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.