Technical Operation Support Engineer

Position: Technical Operation Support Engineer
Location: Makati City


Job Description:

1) Provide technical support on corporate telecom services on a 24x7 shifting schedule; conduct troubleshooting using different monitoring tools, documenting every step of the isolation until full resolution of the outage on the Globe ticketing system.
2) Identify and troubleshoot level 2 Network problems, working n collaboratively with different Local Carriers, Field Engineers and Internal Support group.
3) Make daily, weekly, monthly reports of TSSM TOS and provide analysis on the data gathered.
4) Send advisory or notification to the team and Globe Internal Business Partners for major, catastrophic outages.
5) Monitor the proactive tickets and categorize it based on the status if it’s Priority 1 to 5, Problem or Incident.
6) Conducts Initial troubleshooting in the system generated circuits with active alarms.
7) Multitasks in order to handle calls, tickets, emails and requests in a real-time environment.
8) Changes Ports and Modem Configuration for affected circuits.


Skills:

1) Background in Incident Management
2) ITIL Certification Preferred
3) Handling tickets