Telecom Network Support Engineer

2 days ago


Manila, National Capital Region, Philippines Globe Telecom Full time

Globe Telecom is dedicated to creating a wonderful world for our people, business, and nation. By uniting individuals who believe they can make a difference, we are confident that we can achieve our goal.

Job Description

This role involves critical responsibilities such as monitoring network alarms, creating fault tickets, and performing first-line troubleshooting. You will collaborate with support groups and team leaders to ensure efficient incident resolution and network stability.

Main Accountabilities:

  1. Monitoring and acknowledging alarms at the Alarm Management System (AMS)/Element Management System (EMS) for the Core network.
  2. Creating fault tickets for network incidents and outages.
  3. Performing first-line troubleshooting of alarms, outages, and network quality/performance issues.
  4. Updating the status of all open tickets and clearing them immediately upon restoration of the fault.
  5. Evaluating incidents and escalating them to support groups when necessary.
  6. Providing regular and timely information on incident status until resolution.
  7. Resolving complaints endorsed by the Service Desk.
  8. Implementing activities/work requests assigned by Team Leaders based on agreed schedules and quality standards.
  9. Performing vertical and horizontal escalation during instances of network outages or degradation.

KPIs:

  1. Resolving incidents and complaints within the target SLA.
  2. Implementing network changes endorsed by engineering and SICE accurately within the specified timeframe.

Hiring Requirements:

  1. Possession of a degree in Electronics or Computer Engineering with 2 years of work experience in the Telecommunications industry.
  2. Fresh graduates with good academic records may also apply.
  3. Intermediate experience in elements maintained by specific disciplines is preferred.


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