What You'll Do:- Detect and analyze alarms and events to provide basic fault isolation and troubleshooting, and escalations to higher-tiered technical resources, where appropriate.
Monitor and process event tickets on a first-come, first-serve basis, while being sensitive to the important of a timely reaction to events by Dataprise.- Participate in Incident Management by providing situational reports (sitreps) via ticket updates and/or customer-facing communications.
Establish effective lines of communication with the NOC and the service delivery teams/management to ensure cases are flagged that require immediate attention.
- Take ownership of documenting incidents, maintenance, and problem details in near real-time.
Provide first level technical resolution for event tickets and alerts.- Escalate first level infrastructure alerts to second tier NOC resources.
Demonstrate problem solving skills that contribute towards the resolution of any issues that arise.
- Document solutions, processes, or procedures and present them in writing, verbally on the phone or in-person.
Investigate, resolve, and/or escalate matters of significance pertaining to customer alerts and events.
A commitment to providing exemplary customer service- 1-3 years of industry experience related directly related to position requirements.
Strong analytical and strong problem-solving skills.
- Excellent communications skills and can communicate relevant information effectively and in a timely manner.
The ability to effective engage in customer-facing communications.- Can work independently with minimum supervision and can take on additional tasks as required, prioritizing well and working within a small team to solve complex problems.
Strong follow-through and initiative to stay with issues until they are resolved, knowing when to stop and escalate.
- Very organized and strong attention to detail.
Experience with IT Ticketing Systems (Connectwise PSA, ServiceNow preferred)- Responsive, proactive, and take ownership of tasks from start to finish.
Previous knowledge or a strong desire to learn about crisis management issues.
- Willing and able to be on-call and perform afterhours work as needed.
- What Skills & Experience You'll Need:
24x7 NOC/SOC experience, working for an MSP, MSSP, or internal enterprise teams.
Experience with ITIL Event Management, Incident Management, and Problem Management.- Experience utilizing Network Monitoring Systems (Auvik, N-Able preferred)
Experience utilizing Remote Monitoring and Management Systems (Connectwise RMM, Connectwise Automate, Kaseya preferred)
- A commanding grasp of the OSI model, and the ability to differentiate layers 1-4, including functional examples in each layer
The ability to review, assess, and modify basic firewall rules- Experience with public cloud networking (I.e. Azure, AWS, Google Cloud, etc)
Layer 2 & 3 switching, VLANs, and Static IP routing experience
- A Bachelor's degree in Computer Science, Cybersecurity, or other tech-related degree.
One, or more, of the following certifications: CompTIA Network+, Cisco CCNA, Cyber Ops, GIAC GSEC.
Job Type: Full-time
Pay: Php30,- 00 - Php42,000.00 per month
Benefits: - Additional leave
Company Christmas gift
Discounted lunch Opportunities for promotion
Transportation service provided
Schedule: Monday to Friday
Supplemental pay types:
Overtime pay
Ability to commute/relocate:- Taguig City: Reliably commute or planning to relocate before starting work (Preferred)
Experience:
NOC: 2 years (Preferred)
