Network Operations Center (NOC Engineer)
CallTek City of Cebu, Cebu, Philippines
IT Services and IT Consulting · 5,001-10,000 employees
About the role
The NOC Engineer is responsible for ensuring 24/7 network infrastructure availability through proactive monitoring, incident triage, and resolution. They also manage escalations, coordinate with field technicians, and maintain network security and documentation standards.
What they look for
Requirements
Candidates must hold a Bachelor's degree in Computer Science, Information Technology, or a related field with at least one year of relevant experience. Strong problem-solving skills and the ability to work rotating shifts, including nights and weekends, are required.
Benefits
Full description
We are seeking a skilled NOC Engineer to ensure 24/7 availability and performance of network infrastructure through monitoring, incident response, escalation management, and technical support while maintaining SLAs and collaborating with cross-functional teams.
Key Responsibilities
Network Monitoring & Performance
- Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and other proprietary monitoring systems like Cosmos
- Analyze performance trends, bandwidth, latency, packet loss, and KPIs
- Maintain monitoring thresholds, alert policies, and SLA metrics
Incident & Problem Management
- Respond to alerts and outages within SLA timeframes
- Perform triage, diagnosis, and manage incident lifecycle
- Conduct root cause analysis and document lessons learned
- Track trends and recommend preventive measures
Escalation Management
- Serve as primary escalation point for Tier 1 and Tier 2 support team.
- Escalate complex issues to Tier 4 engineers and specialized teams
- Coordinate vendor support and facilitate bridge calls during major incidents
- Manage communication between technical teams, management, and stakeholders.
Network Operations & Maintenance
- Execute firmware updates, patches, and configuration changes
- Configure routers, switches, firewalls, load balancers, wireless controllers
- Implement VLANs, access control policies, and VPN connections
- Perform change management and maintenance window activities
Troubleshooting & Support
- Resolve issues across LAN, WAN, MPLS, SD-WAN, wireless networks
- Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP)
- Analyze traffic using Wireshark, tcpdump
- Address DNS, DHCP, firewall, NAT, and VoIP issues
- Work on SSID requests, conference issues and other special requests
Security Operations & Compliance
- Monitor security event logs and SIEM alerts for potential threats or breaches
- Implement and maintain network security policies and access control lists (ACLs)
- Respond to security incidents and coordinate with security operations team
- Perform security vulnerability assessments on network devices
- Ensure compliance with organizational security standards and regulatory requirements
- Maintain audit logs and documentation for compliance reporting
- Participate in security incident response procedures
Field Technician Coordination & Dispatch
- Work with field technicians and coordinate tech dispatches for:
- PMS (Property Management System) troubleshooting and connectivity issues
- WiFi site surveys, coverage analysis, and wireless optimization
- 3rd party vendor troubleshooting, including video, VoIP, Conference Room Technology
- Coordinate on-site troubleshooting activities and vendor escalations
Documentation & Collaboration
- Maintain network documentation, topology diagrams, SOPs
- Create post-incident and RCA reports
- Participate in capacity planning and continuous improvement initiatives
- Work closely with Engineering, logistics, equipment and third party vendors as new equipment and technologies are integrated with the production network
- Bachelor's degree in Computer Science, Information Technology, or related field.
- 1+ years of network operations or NOC experience
- Incident management and escalation handling
- Experience coordinating with field technicians and dispatch operations
- Strong communication and problem-solving abilities
- Calm under pressure during critical incidents
- Team collaboration and mentoring skills
- Time management and prioritization
- Preferred: CCNA, CCNP, Ruckus Certified, Aruba Certified, Meraki Certified or other networking-related certifications (CompTIA Network+, CWNA, Fortinet NSE)
- Willing to work onsite.
- Willingness to work rotating shifts, including nights, weekends, and holidays
- Free one meal a day
- Emergency Loan and Other Financial Assistance Program
- Free 24 Hours snacks and beverages
- Health Insurance
- Health Subsidy
- Interest-Based Clubs
- Life Insurance
- Team Socialization Allowance
- Perfect Attendance Bonus
- Year-End Performance Bonus Plan(Company discretion)
- And much more
