Network Operations Center (NOC) Technician

Special Instructions

• Contract Duration: Initially 6 months, with the possibility of extension based on business requirements and performance.
• Language Requirements: Proficiency in Mandarin is required to communicate effectively with Mandarin-speaking customers. Proficiency in English and Filipino is also required for internal coordination and client communication.
• Work Setup: Full onsite.
• Work Schedule: Weekend rest days, subject to operational requirements. As this is a Network Operations Center (NOC) role, occasional emergency coordination outside regular working hours may be required.

Qualifications

• At least 2–3 years of relevant experience in a Network Operations Center (NOC) or a similar technical operations environment. (Must Have)
• Experience in network, system, or service monitoring and incident management. (Must Have)
• Knowledge of troubleshooting, incident handling, and escalation procedures for network, system, and service-related issues.
• Experience using ticketing systems or IT Service Management (ITSM) tools. (Must Have)
• Familiarity with service management metrics, including Mean Time to Repair/Resolve (MTTR), Mean Time Between Failures (MTBF), and Service Availability. (Must Have)
• Proficiency in Mandarin for customer communication and in English and Filipino for internal and client coordination. (Must Have)
• Strong communication and coordination skills when working with customers and internal technical teams.
• Willingness to work onsite and support operational requirements, including shifting schedules when necessary. (Must Have)
• Strong attention to detail and the ability to document incidents, troubleshooting steps, and resolutions accurately.

Tools and Technologies

• ITSM / Ticketing: ServiceNow, Jira Service Management, BMC Remedy, ManageEngine ServiceDesk Plus
• Network Monitoring: SolarWinds, PRTG, Zabbix, Nagios, WhatsUp Gold
• Infrastructure Monitoring: Datadog, Dynatrace, New Relic, Grafana
• Log Monitoring / SIEM: Splunk, Elastic/Kibana, Graylog
• Remote Access / Troubleshooting: PuTTY, SecureCRT, Remote Desktop (RDP), SSH
• Network Tools: Wireshark, Ping, Traceroute/Tracert, Nslookup, Telnet
• Communication / Collaboration: Microsoft Teams, Zoom, Outlook, Google Meet
• Documentation: Microsoft Office, Excel, Word, Confluence

Job Description

• Monitor networks, systems, and services to ensure availability, stability, and performance.
• Monitor and respond to alerts, incidents, and service issues in a timely manner.
• Provide technical support and coordinate incident resolution with customers and internal teams.
• Communicate with Mandarin-speaking customers regarding service issues, incidents, and technical concerns.
• Perform routine system, service, and network health checks and escalate issues when necessary.
• Manage, update, and track incidents, service requests, and tickets using the appropriate ticketing system.
• Collaborate with Network, IT, Engineering, and Operations teams to investigate and resolve technical issues.
• Help meet service-level commitments, including Service Availability, MTTR, and MTBF targets.
• Participate in cross-team troubleshooting, solution delivery, and service integration activities.
• Maintain accurate documentation of incidents, troubleshooting activities, actions taken, and resolutions.
• Provide timely updates to stakeholders regarding incident status and resolution progress.
• Follow established NOC processes, escalation procedures, and service management standards.