NOC Monitoring Technician

3 days ago

Cebu City, Philippines CallTek Full time

We are seeking a detail-oriented Network Operations agent to join our team. This role involves managing network connectivity and troubleshooting issues to ensure seamless operations.

Responsibilities include:

  • Responding promptly to inbound alerts from monitoring systems
  • Conducting initial remote troubleshooting to identify root causes or restore connectivity
  • Creating and managing tickets with ISPs and incident management teams for circuit-related issues or outages
  • Coordinating with property and incident management teams to address power outages
  • Guiding property resources in resolving basic cabling or physical connectivity issues
  • Assisting property resources in troubleshooting basic device configurations or failure conditions
  • Collaborating with device manufacturers when equipment failure is suspected
  • Overseeing the RMA process, from initiation to approval/rejection
  • Providing remote support for RMA replacements once approved
  • Scheduling internal resources for on-site dispatch as needed, based on warranty or subscription status
  • Implementing temporary solutions where feasible and appropriate

Requirements:

  • Understanding of TCP/IP, DNS, DHCP, and VPN
  • Experience with WAN/LAN troubleshooting and network monitoring tools
  • Skilled in diagnosing connectivity, hardware, and configuration issues
  • Familiar with ISP and circuit-related troubleshooting
  • Experience with routers, switches, firewalls, and wireless devices
  • Knowledge of RMA processes and working with manufacturers
  • Proficiency in ticketing systems (e.g., Salesforce)
  • Ability to work effectively with ISPs, vendors, and property teams
  • Clear communication with technical and non-technical stakeholders
  • Basic knowledge of power systems (e.g., UPS, generators)
  • Strong problem-solving skills, teamwork, and ability to prioritize tasks
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