NOC Engineer, Philippines

We are looking for an intelligent and customer-focused entry-level NOC Engineer to join our exciting new team. This is an opportunity to join a cloud network security software company rocket ship to take part in shaping the future of SASE and SD-WAN technology.

PLEASE NOTE: This position will be located anywhere (remote home-office work) in the Philippines but will be working European/EMEA hours (13:00-22:00 PH time) and, once in a while, weekend coverage.

Responsibilities:

• Work in a shift-based team 24/7/365
• Monitor, troubleshoot, and resolve network/system issues and collaborate with other departments to ensure maximum uptime and accessibility for all sites/users.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues, keeping positive, and “can-do” attitude
• Own and manage customer issues and see problems throughout resolution
• Engage, investigate and escalate if required on system related alerts
• Be a part in building and expanding the company’s Global Support Services team
• Track and monitor customer status and identify both areas of concern and growth opportunities
• Act as a customer advocate internally while effectively collaborating with internal teams including product management, engineering, sales, and finance
• Nurture the relationship with the customer through ongoing communication and periodic meetings

Requirements:

• Has the motivation and drive to become a key member of the NOC / Support team
• Strong computer skills with an emphasis on Networking, TCP/IP, Firewalls and proxy servers
• Can come from a Support Engineer (Tier1 or 2)/Technical Account Manager/Pre-sales background from web/network/information – security companies
• Familiar with ISP, DNS, DHCP, NAT, HTTP/HTTPS
• Familiar with VPNs, IPSec, Network & security protocols and standards
• Familiar with BGP, OSPF, OSI, WAN/SD-WAN, and MPLS
• Familiar working with Cloud, SaaS technology provider
• Great troubleshooting abilities to dive into technical problems in real production environments
• Ability to adapt and work efficiently in a rapidly changing dynamic environment with willingness to manage multiple simultaneous projects
• Ability to work effectively and thrive in a fast-paced environment
• Ability to work with globally dispersed, cross-cultural team
• Excellent oral and written communication skills with a passion for working with customers
• Ability to work with globally dispersed, cross cultural team