L1 Network Support

3 days ago

Ortigas, Philippines Thakral One Full time ₱200,000 - ₱250,000 per year

Monitoring:

  • Monitor alerts and performance of Network Devices and NPMD Systems.
  • Monitor Data Center Network capacity utilization against established thresholds.
  • Continuously monitor Network Devices and links, including network elements, firewalls, load balancers, and related NPMD tools.
  • Execute routine tasks (e.g., configuration backups, batch jobs, scripts) and manage any new tasks
  • Track the progress of reported Problems or Incidents and determine their Severity Level.
  • Provide network health-check statuses via SMS, chat groups, email, or online dashboards.

Ticket Handling:

  • Provide first-level resolution support for Inquiries, Service Requests, or Incidents escalated by authorized stakeholders.
  • Provide isolation and first level resolution of Data Center Network-related faults.
  • Handle incident escalation via ad hoc emails, calls, or ticketing tools for Level 1 resolution or escalation to Level 2, or closure.
  • Assist with ticketing for Third-Party Vendors in coordination with Network Infrastructure Level 2 support.
  • Provide feedback and status updates to Authorized Users and stakeholders regarding Service Requests, Problems, or Incidents.
  • Update Ticket statuses via the Ticket Tracking System based on the agreed update frequency.
  • Check UTS Tickets every 10 minutes for new tickets in the Network Queue.
  • Assign tickets to L2 after validating the request for network handling.
  • Implement known solutions or workarounds for Incidents.

Documentation:

  • Assist in preparing and improving Level 1 playbooks, runbooks, operating procedures, and routine reports.
  • Create and update network diagrams as required.
  • Maintain and update the Knowledge Base with respect to Incidents.

Qualifications:

  • Minimum 6 months experience in related role
  • Basic knowledge of networking, including Load Balancers (LB), Firewalls (FW), Routers, and Switches.
  • Ability to perform basic log extractions and troubleshooting/problem isolation.
  • Basic knowledge of Solarwinds Monitoring Tools and Node Management.
  • Ability to execute basic isolation procedures for monitored Incidents and Alerts.
  • Amenable working in Ortigas Center in RTO setup and SHIFTING schedule

Job Type: Fixed term

Contract length: 12 months

Pay: Php20, Php25,000.00 per month

Benefits:

  • Health insurance
  • Life insurance

Work Location: In person

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