NOC Tier 2 Monitoring
On-siteCebu City, Central Visayas, Philippines or General Santos, Soccsksargen, Philippines
Job Summary
Monitor network dashboards and tickets in real-time to identify and triage "Down" or "Critical" alerts, verifying severity, site name, device IP, and alert time. Perform remote diagnostics using pings, traceroutes, and NMS status checks, executing playbooks for port resets and service restarts. Coordinate with on-site staff as a remote hand to verify power status, inspect cabling, and guide safe power cycles to restore connectivity. Escalate unresolved tickets to vendors for RMA processes or internal resources for dispatch, providing frequent updates and summarizing open alerts for incoming shifts. Work a 24/7 rotational schedule with onsite capability.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience
- 1 - 2 years of experience in a technical support Tier 2
- Fundamental understanding of IP addresses, and network devices like Router, 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
Desired Qualifications
- CompTIA A+ or Network+
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