Operations Support Specialist

GlobeTelecom; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

Globe is seeking a Tier 1 Tech Service Support Engineer to be the primary technical interface for B2B clients, handling incident resolution and service continuity across Core Data, Broadband, Mobile, and IT services. You will drive end-to-end incident lifecycles and support high SLA targets.

The ideal candidate has 3–5 years in telecom or IT network operations, strong knowledge of IP protocols and network hardware, and proven ability to communicate with customers and internal teams to restore

Qualifications

• 3–5 years in telecom or IT network operations, ideally in a 24/7 environment.
• Proficient in TCP/IP, SIP, RTP; routers, switches, firewalls; dynamic routing (OSPF, BGP).
• Strong analytical, problem-solving, and organizational skills.
• Experience in vendor and customer relationship management.
• Committed to SLA compliance and process improvement.

Responsibilities

• Act as the first point of contact for B2B customers experiencing technical issues across Core Data, Broadband, Mobile, and IT services.
• Conduct initial troubleshooting, alarm checking, and routine health checks to maintain network connectivity and service quality.
• Perform network diagnostics (ping, traceroute, packet analysis) and restore circuits using logical approaches.
• Manage incident lifecycles by ensuring correct logging, prioritization, and timely resolution.
• Coordinate with internal support groups, field teams, and vendors to resolve complex issues and restore service within agreed SLAs.
• Conduct proactive customer communication to provide status updates and manage expectations throughout the incident lifecycle.

Skills

IP protocols

Network hardware

Troubleshooting

Incident management

Customer relations

Education

Bachelor's degree in Engineering/CS/IT

Job description

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

The Tier 1 Tech Service Support Engineer serves as the primary technical interface for B2B clients, responsible for incident resolution and service continuity. This role demands a blend of deep technical expertise in IP networking, Broadband and Mobile technology and IT services and strong customer relationship management.

The engineer drives operational efficiency by managing end-to-end incident lifecycles, leading technical escalations, and meeting key performance targets such as MTTR, NPS, and SLA compliance to ensure high levels of customer satisfaction.

Duties And Responsibilities

• Act as the first point of contact for B2B customers experiencing technical issues across Core Data, Broadband, Mobile, and IT services.
• Conduct initial troubleshooting, alarm checking, and routine health checks to maintain network connectivity and service quality.
• Perform network diagnostics (ping, traceroute, packet analysis) and restore circuits using logical approaches.
• Manage incident lifecycles by ensuring correct logging, prioritization, and timely resolution.
• Coordinate with internal support groups, field teams, and vendors to resolve complex issues and restore service within agreed SLAs.
• Conduct proactive customer communication to provide status updates and manage expectations throughout the incident lifecycle.

Requirements

• Minimum 3 to 5 years of experience in telecom or IT network operations, ideally in a 24/7 environment.
• Proficient in IP protocols (TCP/IP, SIP, RTP), network hardware maintenance (routers, switches, firewalls), and dynamic routing (OSPF, BGP).
• Strong analytical, problem-solving, and organizational skills.
• Experience in vendor and customer relationship management.
• Committed to operational excellence, process improvement, and SLA compliance.
• Bachelor degree in Engineering (Electronics/Communication), Computer Science, or IT.

Equal Opportunity Employer

Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here.