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Tier 2 NOC Engineer

4 weeks ago

Manila, National Capital Region, Philippines Masergy Philippines Inc. Full time

Job Summary :

The Tier II NOC Engineers are responsible for configuring and troubleshooting Masergy - Comcast solutions to resolve the customers' technical concerns. The person will act as a liaison between the customer and other internal teams. The person must have the ability to work in a complex networking environment and ensure a smooth operation of the network in order to provide maximum performance and availability to the customers. A quick thinker who is able to multitask several issues at once and a fast learner. The person must be flexible to work shift hours and be available for one weekend day (Sat or Sun).

Job Description:

Core Responsibilities

  • Troubleshoot escalated issues with external customers and network/telecom providers. Provide excellent customer service when working with customers either internal or external.
  • Manage escalations effectively.
  • Ability to work with internal and external customers including vendors and partners to drive issues to resolution.
  • Able to utilize existing tools and platforms to proactively identify and resolve problems with systems, applications, and networks.
  • Configure routers, firewalls, switches, APs, and NIDs using standard and non-standard templates.
  • Perform circuit, router, switch, AP, and firewall managed service requests for new and existing customers.
  • Perform maintenance and grooming of MPLS, VPN, and SDWAN Underlay Transports.
  • Investigate and complete reason for outage (RFO) reports on all network outages.
  • Ability to document all pertinent information within the trouble ticket system related to troubleshooting and updates provided. Provides good written and verbal communication with internal and external customers based on requests, troubleshooting, and updates.
  • Analyze, recommend, and implement troubleshooting steps to resolve network issues or network performance, including providing hands-on support to Tier 1 in addressing complex network troubleshooting. Assist in technical training and technical ticket review/post-mortem analysis.
  • Accept call overflows for frontline NOC support team during major outages.
  • Understanding/Knowledge of CCNP/JNCIP Level or equivalent experience, NSE4-NSE7 certifications or equivalent experience. NRS1.

Skills /Abilities /Knowledge:

  1. Knowledge: experience of study / understanding of concept(s)
  • Advanced level knowledge of TCP/IP and UDP.
  • Advanced level of knowledge of routing protocols such as BGP, IBGP, and OSPF.
  • Strong working knowledge of NAT, VRRP/HSRP, session-based firewalls, QOS, Layer 2 VPLS, and MPLS network principles.
  • Robust knowledge of LAN/WAN technologies and topologies.
  • Proficient in documenting processes and monitoring performance metrics.
  • Exceptional understanding of network protocols including TCP/IP and networking equipment including routers, switches, APs, and firewalls.

2. Skills: observable competence to perform activity

  • Strong troubleshooting skills of large network deployment.
  • Excellent written and verbal communication skills.
  • Exceptional analytical and problem-solving skills that have the ability to identify and analyze problems swiftly.
  • Strong interpersonal skills that can communicate clearly and in an understandable manner with a wide range of people such as peers, managers, customers, vendors, distributors, and the general public.
  • Excellent critical thinking and decision-making skills that have the ability to organize and prioritize several projects and tasks at one time. Able to explore out-of-the-box or creative thinking to solve problems.
  • Exceptional customer relation skills in both face-to-face and telephone contact.

3. Ability: Behavior that results in an observable product

  • Ability to communicate clearly and in an understandable manner with a wide range of people such as peers, managers, customers, vendors, distributors, and the general public.
  • Established ability to effectively advise and counsel both managers and non-supervisory employees on sensitive work-related issues.
  • Ability to deal with problems involving several concrete variables in standardized situations.
  • Ability to maintain confidentiality concerning information processed, stored, or accessed by the networks is required.
  • Must possess strong attention to detail in performing due diligence, impact assessment/analysis.

Employees at all levels are expected to:

* Understand our Operating Principles; make them the guidelines for how you do your job.
* Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
* Know your stuff - be enthusiastic learners, users, and advocates of our game-changing technology, products, and services, especially our digital tools and experiences.
* Win as a team - make big things happen by working together and being open to new ideas.
* Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
* Drive results and growth.
* Respect and promote inclusion & diversity.
* Do what's right for each other, our customers, investors, and our communities.

Disclaimer:

This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications.

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