Senior Network Resolution Expert

7 hours ago

Cebu City, Central Visayas, Philippines beBeeEscalation Full time ₱1,000,000 - ₱1,200,000
Job Overview

The Internet Service Provider Escalation Specialist plays a pivotal role in resolving internet service issues on behalf of our clients.

Key Responsibilities
  • Identify and manage internet disruptions through proactive monitoring tools and customer reports.
  • Act as the main point of contact for ISP-related incidents, escalating them with ISPs until service restoration.
  • Maintain accurate case logs and track the status of escalated issues to ensure timely resolutions.
  • Establish strong relationships with ISP representatives to facilitate effective communication and quicker response times.
  • Communicate status updates, estimated time to resolve, and technical details to customers and internal teams.
  • Follow up with ISPs throughout the case lifecycle to ensure efficient issue resolution.
  • Generate regular and ad-hoc reports on ISP performance, including incident frequency, resolution times, and recurring issues.
  • Document all steps taken during the case lifecycle, including follow-ups and resolution outcomes.
  • Suggest process improvements to streamline the escalation and communication process with ISPs.
  • Mentor and assist in the development of ISP Escalation Specialists.
Technical Requirements

Required:

  • At least 2 years of experience in network operations, technical support, or a similar role within a Managed Services Provider (MSP) or ISP environment.
  • Effective communication skills with the ability to manage and implement change in a dynamic environment.
  • Familiarity with NOC monitoring tools, ticketing systems, and performance reporting tools is a plus.
  • Basic understanding of networking concepts, protocols (TCP/IP, DNS, VPN), and network infrastructure.
  • Strong English language written and verbal communication skills, with the ability to communicate technical information effectively.
  • Experience in writing clear, concise reports and delivering presentations to management is preferred.
  • Ability to analyze complex cases and identify trends, bottlenecks, and potential issues in case resolution.
  • Strong attention to detail to ensure accuracy in monitoring, reporting, and documentation.
  • Excellent time management skills with the ability to prioritize multiple tasks and manage case queues effectively.

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