Data NOC Tier 1 Specialist

2 weeks ago

Makati City, National Capital Region, Philippines Highspring Full time ₱900,000 - ₱1,200,000 per year

Employment: Fulltime

Shift: Shifting schedule

Work setup: 3x a week RTO, 2x a week WFH

Job Purpose:

The Data NOC Tier 1 Specialist is responsible for the management of technical customer service issues relating to repair, including but not limited to opening tickets, customer status, and the quick resolution of all customer telco related issues.

Responsibilities:

  • Gather all the required information (i.e. customer name, account number, circuit ID, etc.) for ticket creation.
  • Open a trouble ticket and assign it to the responsible department or Carrier/supplier/vendor.
  • Categorize customer's tickets and assign it to the right department/group.
  • Analyze and understand how a supported product works. Troubleshoot the customer's problem in accordance with Service Assurance's method of procedure.
  • Ensure quality services are delivered and performed to the agreed SLA's ensuring expectations are achieved or exceeded.
  • Works fully independently, manages tasks, and makes decisions on ticket disposition.
  • Have full ownership of decisions made regarding the service outages.
  • Uses good judgment to dispatch and process chargeable service to BCM One or the customer.
  • Follow up and coordinate with the carriers to follow-up and get updates related to open tickets.
  • Keep the end user customer/or VAR advised of status on progress of the repair.
  • Escalate as required until service is fully restored, and associated ticket is closed.
  • Document and time stamp all activities associated with ticket in a service system.
  • Provide post-mortem completion as required from time to time.
  • Deliver to the customer the solution and events of service outage.
  • Responsible to prepare requested reports and documentation.
  • Follow up with customers to guarantee Customer's satisfaction and obtain service acceptance.
  • Send out proactive and planned maintenance notifications.
  • Perform other duties and business projects as assigned by the manager.

Qualifications:

  • Educational level: Graduate of a 4 or 5-year course preferably an Engineering graduate in the field of Electronics & Communications or Computer Engineering or related field but not required.
  • 2 - 3 years' experience in a Network Operations Center environment or major telecom vendor/carrier service management position.
  • Knowledgeable on different data network services for enterprise customers like Broadband services, DIA, MPLS, Private Line, Colocation, etc.
  • Knowledge of Voice network components and premise equipment for legacy services: POTS, PRI, VoIP, Long Distance, E-fax, etc.
  • Cisco Certified Network Associate (CCNA) certification is a requirement
  • Proficient in MS Office Applications such as Excel, Word, PowerPoint, PDF, etc.
  • Excellent Communication Skills: Fluent communication skills in English, verbal and written; skilled in process diagrams, process-flow diagrams and detailed job documentations.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Ability to write routine reports and correspondence.
  • Strong problem-solving and analytical skills: capable of inductive thinking and applies lessons learned in the past to current situations and issues.
  • Results-focused/oriented: pursues opportunities and solutions despite repeated obstacles and adopts ways to do tasks faster and/or with fewer resources.
  • Thorough and keen to details; ensures quality of work; and identifies and alerts others of problems early

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