NOC Technician

3 weeks ago

Manila, National Capital Region, Philippines Private Advertiser Full time

Job Description

Monitor and provide support for customer IP PBX systems and standard data networking platforms.

Duties and Responsibilities

Provide effective technical support for Voice and Data IP PBX at levels 1 and 2.Monitor customer systems and proactively address service issues.Diagnose and troubleshoot customer-reported service issues remotely.Handle modification requests such as moves, additions, or changes.Escalate complex issues to the Systems Engineering team.Manage software/firmware versions and maintain revision control of customer applications.Maintain the Customer Site Document (CSD) to document all changes to the physical and logical elements of a customer's network.Acquire in-depth knowledge of various enterprise voice and data applications and services.Gain a comprehensive understanding of each customer's system components and configurations.Document troubleshooting steps and processes using an internal ticketing system, and identify trends to enhance efficiency in handling future requests.Conduct training sessions for team members on specific areas of expertise.Generate ad-hoc reports on customer traffic and usage.Develop knowledge base documentation, including "how-to" guides or frequently asked questions (FAQs), for internal use to support streamlined process improvements.Skills/CompetenciesOver 3 years of experience in a customer-facing support and engineering environment.Extensive experience, over 3 years, in troubleshooting, analysis, and resolution of typical small business/enterprise IP voice and data networks.More than 3 years of hands-on experience with VoIP (SIP), WiFi, unified communications, and other small business/enterprise IP applications.Proficient in standard enterprise networking protocols, standards, and hardware and systems (x86, TCP/IP, UDP, HTTP, DNS, NAT, firewalls, LAN, WAN, VLAN, VPN, routing, switching).Skilled in packet capturing tools and analysis tools such as Wireshark.Willing to work onsite.Willing to be assigned in the night shift.

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