Tier 1 Technician

7 days ago

Manila, National Capital Region, Philippines DOXA Talent Full time ₱104,000 - ₱130,878 per year

ROLE SUMMARY

The Tier 1 Technician is responsible for monitoring and triaging incoming systems and network alerts, ensuring issues are categorized, prioritized, and resolved or escalated in a timely manner. This role is the first line of defense in maintaining reliable network operations for our clients, providing both proactive monitoring and reactive troubleshooting.

WORK SCHEDULE: 12:00 AM – 9:00 AM Central Daylight Time (1:00 PM – 10:00 PM Philippine Standard Time), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS:

  • Monitor incoming alerts from network monitoring systems and ticketing platforms
  • Triage and categorize tickets by type, impact, and criticality according to established workflows
  • Perform initial troubleshooting and resolve low-severity tickets (e.g., connectivity checks, service restarts, basic configuration validations)
  • Document troubleshooting steps and resolutions clearly and accurately in the ticketing system
  • Escalate unresolved issues and all high-severity tickets to Tier 2/Tier 3 NOC engineers following escalation protocols
  • Maintain communication with internal teams regarding ticket status and client impact
  • Follow standard operating procedures (SOPs) and contribute to documentation updates when needed
  • Participate in shift coverage to ensure 24/7 monitoring (as applicable)

QUALIFICATIONS:

  • A bachelor's degree in the related field is preferred
  • 1 - 2 years of experience in IT support, helpdesk, or NOC environment (or equivalent technical training)
  • Basic understanding of networking concepts (IP addressing, DNS, DHCP, firewalls, VPN)
  • Familiarity with monitoring/ticketing tools in an MSP or IT service environment
  • Strong analytical and problem-solving skills with attention to detail
  • Excellent written and verbal communication skills
  • Ability to work independently in a remote environment
  • Strong organizational skills to manage multiple alerts/tickets simultaneously

What awaits you upon securing the position?

  • Attractive compensation
  • Assured allowances
  • Leave credits
  • Overtime Pay
  • Night differential benefits
  • Comprehensive health and life insurance
  • 13th-month salary bonus
  • We provide the necessary equipment

Other Details

  • Full Time
  • Permanent WFH set-up
  • Job Type: Full-time

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