Internet Service Resolution Specialist

2 days ago

Cebu City, Central Visayas, Philippines beBeeNetwork Full time ₱800,000 - ₱1,200,000

ISP Technical Resolution Specialist

Job Description

This is a mid-senior level full-time job opportunity to work as an ISP technical resolution specialist. As an ISP technical resolution specialist, you will be responsible for managing the resolution of internet service issues on behalf of our customers. This role involves working closely with various Internet Service Providers (ISPs) to address outages or connectivity issues identified through monitoring systems or reported by customers.

Key Responsibilities:
  • Manage and resolve internet service disruptions through proactive monitoring tools and customer reports.
  • Act as the main point of contact for ISP-related incidents, initiating and managing escalations with relevant ISPs until service restoration.
  • Maintain up-to-date case logs and track the status of all escalated issues to ensure timely resolutions.
  • Establish and maintain strong relationships with ISP representatives to facilitate effective communication and quicker response times.
  • Communicate status updates, estimated time to resolve, and any relevant technical details to customers and internal teams.
  • Follow up with ISPs throughout the case lifecycle, ensuring issues are resolved as efficiently as possible.
  • Generate regular and ad-hoc reports on ISP performance, including incident frequency, resolution times, and recurring issues, for leadership review.
Required Skills and Qualifications:
  • Experience working in network operations, technical support, or a similar role, ideally within a Managed Services Provider (MSP) or ISP environment is strongly preferred.
  • Must be an effective communicator 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, and network infrastructure.
  • Strong English language written and verbal communication skills, with the ability to effectively communicate technical information to both technical and non-technical stakeholders.
  • Experience in writing clear, concise reports and delivering presentations to management is preferred.
  • Demonstrated 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 in a fast-paced environment.

Benefits:

This is a rewarding opportunity to make a real difference in the lives of our customers by providing exceptional technical support and resolving complex technical issues.

Seniority Level:

Mid-Senior Level

Employment Type:

Full-Time

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