NOC Tech I

NOC Tech I

Key Responsibilities

• Provide timely response to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams.
• Monitor and Identify events proactively resolving issues.
• Respond & Resolve Customer escalations within the SLA window.
• Turn up customer applications & services in accordance with standard procedures.
• Open and track to resolution carrier and internal tickets.
• Monitor Network Security and report and document any breaches.
• Gather and report data on the health and operation of Five9 services.

Required Experience

• Minimum 1 year of related experience in a software support position
• Experience or background in a military, technical or customer service environment.
• Mid-Level technical knowledge in at least one of the following categories.
  • Telephony configuration and troubleshooting
  • Networking configuration and troubleshooting
  • Systems administration and troubleshooting
  • Database Use and Administration
• Must be willing to work shifts and participate in on-call rotation (Days/Nights/Weekends).
• Ability to communicate clearly (both in writing and speech).

Desirable Qualifications

• Understanding of the following voice and data protocols: SIP, ISDN, MGCP, RTP, TCP, SDP, UDP, HTTP, DHCP, DNS, NAT.
• Analysis and Problem-solving skills.
• Advanced knowledge of PBX, ACD, CTI, VoIP and IVR applications.
• Basic knowledge in networking theories and protocols such as TCP/IP and the OSI Model
• Basic knowledge of Operating Systems (Microsoft and Linux) administration.

• Experience with ticketing systems.
• Able to follow direction.
• Attention to detail.

Company Benefits:

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• While on work from home setup: Internet and meal allowance are provided
• Employee Assistance Program for mental and social well-being
• Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)

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