Tier 2 - NOC Support Engineer

Jobtailor; Makati; On-site; PHP 1,842,751 - 2,764,127; Full time

Benefits offered by this job

Competitive industry salaries with annual reviews

Health Insurance (HMO with 2 free dependents)

Generous Paid time off

Company retirement plan

13th month pay

Job summary

Sabai Global is looking for a Tier 2 Support Engineer to join its team in Bacolod, Philippines. This position offers a hybrid work model with time spent in the Makati office. The engineer will resolve high-priority tickets, manage documentation, and train Tier 1 staff. Candidates should have a Bachelor's degree in relevant fields and experience with VoIP technologies. Benefits include competitive salaries, health insurance, and paid time off.

Qualifications

• Bachelor's degree in ECE, CoE, IT, or related fields.
• Experience with Cloud Hosted PBX systems and VoIP phones.
• Strong knowledge of networking concepts and VoIP protocols.

Responsibilities

• Resolve high-priority tickets efficiently.
• Document communication and troubleshooting thoroughly.
• Train and mentor Tier 1 Support staff.

Skills

Troubleshooting

Networking concepts

VoIP technologies

Documentation

Communication skills

Education

Bachelor’s degree in ECE, CoE, IT, or related fields

Tools

VoIP phones (Yealink, Polycom, Grandstream, Cisco)

Wireshark

Job description

Are you a problem-solver with a passion for networking and VoIP technologies? Join our growing global team in Bacolod as a Tier 2 Support Engineer. In this role, you’ll have the opportunity to work in a supportive and innovative environment, gain hands‑on experience with advanced networking and VoIP technologies, and unlock growth‑potential into advanced support tiers. Enjoy a supportive, hands‑on team while contributing to a global company that values excellence and teamwork.

Work Locations

This position will be hybrid based out of our office in Makati City, Philippines. We are typically in the office 3 days per week with WFH the other 2 days. This is subject to change based on the demands of the position and company.

Hours

Night Shift - 9pm to 6am local. (9am to 6pm Eastern US business hours.)

What You Will Do

• Resolve Priority 2 (high priority/urgent) tickets efficiently, following troubleshooting guidelines and critical thinking.
• Create, manage, and document tickets in our system while adhering to protocols and Service Level Agreements (SLAs).
• Handle escalations from Tier 1 and collaborate with Tier 3 support when necessary.
• Assist customers via phone, chat, and tickets with professionalism and clarity.
• Train and mentor Tier 1 Support staff, contributing to their growth and development.

What You Will Need

• Bachelor’s degree in ECE, CoE, IT, or related fields.
• Experience with Cloud Hosted PBX systems and automatic configuration of VoIP phones (Yealink, Polycom, Grandstream, Cisco).
• Demonstrated ability to document communication and troubleshooting thoroughly.
• Strong knowledge of networking concepts: IPv4, WAN, LAN, DNS, UDP, TCP, VLANs, Subnetting, and DHCP.
• Experience with VoIP protocols like SIP and RTP, and tools such as Wireshark.
• Ability to analyze call traces, troubleshoot complex issues, and create Dial Translations.
• Excellent verbal and written English communication skills.
• Team-oriented mindset with a proactive approach to problem‑solving.

How we take care of you

• Competitive industry salaries with annual reviews
• Health Insurance (HMO with 2 free dependents)
• Generous Paid time off
• Company retirement plan
• 13th month pay

BCM One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.