The NOC Technician is a key part of a team that is responsible for the overall coordination and control of all telephony and data related services and provisioning of VoIP and Data support to internal staff and clients. The NOC Technician will be empowered to leverage the client's ticketing platform and dashboards to manage their ticket queue and will work in a team environment to enhance their knowledge. The NOC Technician will ensure to be a reliable resource and share knowledge with their fellow colleagues by facilitating either one on one or group training based on something they've learned or see others struggling in. Strive for success in quickly resolving client and internal issues/inquiries. Escalate when necessary and schedule training on topics you're not confident in or want to learn more of. Hunger to learn more from peers and others who are willing to share their knowledge.
Essential Knowledge, Skills, And Competencies
To successfully perform in this role, an individual must consistently demonstrate the following abilities:
Purpose Driven
- Ability to diagnose issues based on gathered information from clients.
- Demonstrate and communicate attentively and patiently with clients and peers.
- Embody the client's brand by building productive relationships built on trust, patience and results with internal staff, customers, and vendor partners.
Personalized Support
- Be part of developing an in-depth knowledge base for our client's technical infrastructure, culture, and communication preferences.
- Keep customers frequently updated and informed of progress, changes and solutions in a timely and effective manner that exceeds expectations and is in alignment with our internal SLA standards.
- Maintain client specific documentation in client's systems according to standards and specifications.
Tenacious Execution
- Respect the client's time and that of your team by efficiently exploring solutions and escalating when appropriate.
- Self-motivated to solve the issue and can act independently to prioritize and manage multiple client issues at a time.
- Willingness to learn and demonstrate a commitment to personal development by seeking out training opportunities and actively learning from teammates.
- Flourish in a fast paced, deadline driven environment with teammates who are results oriented and fast thinkers.
- Seek to overcome challenges and accept failure as an opportunity for improvement.
Requirements
This candidate will be expected to diagnose and resolve technical issues across a variety of hardware, software, and networking topics including but not limited to:
- Familiarity of network architecture, protocols, and standards.
- Familiarity of LAN/WAN environments
- Understanding of Network Security protocols and procedures
- SIP Hosted and Trunking Solutions (Adtran, EdgeMarc, and Netsapiens)
Benefits
- HMO Coverage with Dependent - Effective Day 1
- Government-Mandated Benefits (SSS, Philhealth, Pagibig)
- 13th month pay
- Performance based salary increase of up to Php 5,000 upon regularization
- 14 day PTO
- Birthday leave upon regularization
- Work equipment
