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) #LI-Remote #LI-JM2