NOC Technician

Five9; Manila (UT); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Company stocks

Annual merit increase

Night shift differential pay

HMO with dependents

Retirement Plan

Life Insurance

Internet and meal allowance

Employee Assistance Program

13th month pay

Job summary

Five9, a leading cloud contact center software provider, seeks a NOC Technician to monitor cloud services and respond to incidents to ensure uptime for global customers. This hybrid role offers two in-office days for local candidates and fully remote options for others.

You will need at least 1 year in software support, familiarity with cloud platforms, VoIP, networking basics, and the ability to work shifts.

Qualifications

• Minimum 1 year of related experience in a software support position.
• Cloud technology knowledge (Azure, AWS, GCP, etc.).
• Telephony configuration and troubleshooting experience.
• Knowledge of PBX, ACD, CTI, VoIP and IVR applications.
• Proficient in SIP, RTP, ISDN and other VoIP technologies.
• Networking configuration and troubleshooting.
• Knowledge of TCP, UDP, HTTP, DHCP, DNS, NAT, BGP, MPLS, QoS.
• VMware and traditional enterprise applications knowledge.
• Ability to communicate clearly in writing and speech.

Responsibilities

• Monitor system performance in cloud infrastructure to ensure availability.
• Perform regular checks on systems and services.
• Provide timely response to incidents, outages, and performance alerts; escalate as needed.
• Monitor and identify events; proactively resolve issues.
• Respond to and resolve customer escalations within SLA.
• Turn up customer applications and services per standard procedures.
• Open and track tickets with carriers and internal teams until resolution.

Skills

Cloud tech

Telephony troubleshooting

VoIP knowledge

Networking troubleshooting

SIP RTP

VMware

Active Directory

MySQL

CTI

Clear communication

Tools

VMware

Active Directory

MySQL

SQL Server

PBX

CTI

Job description

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

NOC Technician

Key Responsibilities

• Monitoring the system performance, services in the cloud infrastructure to ensure the availability of the connectivity and services
• Performing regular checks on systems, services in the infrastructure
• Provide timely response to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams.
• Monitor and Identify events proactively resolving issues.
• Respond & Resolve Customer escalations within the SLA window.
• Turn up customer applications & services in accordance with standard procedures.
• Open and track to resolution carrier and internal tickets.

Required Experience

• Minimum of 1 year of related experience in a software support position
• Intermediate level knowledge on Cloud Technology (Azure, GCP, AWS, etc.)
• Mid-Level technical knowledge in at least one of the following categories.
• Telephony configuration and troubleshooting
• Knowledge of PBX, ACD, CTI, VoIP and IVR applications.
• Proficient in SIP, RTP, ISDN and other VoIP technologies
• Networking configuration and troubleshooting
• Knowledge in network theories and protocols like: TCP, UDP, HTTP, DHCP, DNS, NAT, BGP, MPLS, QoS, etc.
• Proficient in Internet Technologies, including routing, switching and general network infrastructure in a Cloud Environment
• Systems administration and troubleshooting
• Knowledge in VMware, bare metal/blade servers, Active Directory, Enterprise Applications, etc.
• Database Use and Administration
• Knowledge on MySQL, SQL Server
• Must be willing to work shifts and participate in on-call rotation (Days/Nights/Weekends).
• An understanding of operating systems, business applications, and network systems.
• Ability to communicate clearly (both in writing and speech).

Work Location: This role is fully remote for candidates who reside outside a driving distance of 20-kilometers of our office. Candidates who reside within 20-kilometers driving distance of our office would be required to work in-office 2 days a week.

Work Location: This role is hybrid and requires 2 days a week in office.

Company Benefits

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• While on work from home setup: Internet and meal allowance are provided
• Employee Assistance Program for mental and social well-being
• Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

Five9 is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and interview process. If you need assistance or an accommodation due to a disability, please contact us at [e-mail] to request an accommodation. Requests will be handled confidentially and in accordance with applicable law.

View our privacy policy, including our privacy notice to California residents here:https://www.five9.com/pt-pt/legal.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.