- Location
- Mandaluyong City, Metro Manila
- Type
- Full-time
- Department
- Engineering
- Seniority
- Senior
- Source
- RecruiterFlow
Description
Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.
About the Client
The client is a rapidly growing UK-based technology consultancy focused on network architecture, digital infrastructure, and cloud transformation. With deep expertise in designing and delivering robust, secure, and scalable network solutions, they partner with some of the world’s leading organizations in sectors such as finance, media, and enterprise technology.
About the Role
Due to expansion within the existing NOC team, the team is expanding to cover 24/7. The successful candidate will be monitoring, supporting and implementing changes for our Managed Service customers.
The candidate will be based remotely and needs to be flexible to work any shift across a 24/7 period.
Work Set-up: 100% Work from home
Work Schedule: Shifting Schedule, subject to adjustments based on daylight saving time,
operational requirements, or changes in official time zone policies, with prior notice provided
in advance
What You’ll Do (Duties and Responsibilities)
- Working in our Network Operations Centre as a Network Support Engineer.
- Diagnose and solve problems and incidents with limited supervision and within SLAs.
- Monitor ticket queues, multitask, and prioritise work by shifting focus as and when required.
- Troubleshoot system and network problems, ID root cause and escalate when appropriately.
- Implement network changes and service improvements on customer’s equipment as required.
- Work closely with the NOC team to resolve complex problems.
- Administer and maintain customer infrastructure via change control.
- Perform RMAs, software upgrades and patch management, for several vendors.
- Create technical documents, diagrams, and SOPs whilst maintaining the company's knowledge base.
- Administer and maintain end user accounts, permissions, access rights and inventory.
- Support our Services delivery function by generating appropriate reporting.
- Working with other areas of the business to support the deployment of new products or tools.
- Mentoring Junior members of staff
- Certification: MUST be CCNP certified with an ACTIVE certification status.
- Hands-on experience with Aruba, Cisco, Palo Alto, Meraki or Clearpass. Expertise in all five systems is not required; being strong in one (ideally Aruba) with an understanding of the others is acceptable.
- Customer-centric with excellent communication skills, both written and verbal.
- Must have experience in a 2nd line support role with a background in general support and operations.
- Experience of working with and troubleshooting BGP.
- Hands-on experience of upgrading Firmware of Switches, Routers, Firewalls and Wifi/Wireless access points.
- Knowledge and experience of ticketing/incident management systems (e.g ServiceNow, Zendesk, or HaloITSM)
- Previous experience in a similar role at an IT Solutions Provider/MSP.
- Understanding of ITIL best practices. (ITIL Foundations certification desirable).
- Demonstrate working under pressure and own initiative.
- Flexibility to work in any shift pattern covering nights, weekends (BH) including 24 x 7 is essential
Our Hiring Process
We utilize AI tools to enhance hiring efficiency and ensure a fair evaluation. Consequently, candidates will engage with an AI Interviewer, supervised by Human Talent Acquisition Experts who will support your entire application journey.
Our AI Expectations: While we encourage you to use AI for CV refinement and research, we require that all interviews and assessments be completed through your own authentic effort. The use of real-time AI assistance during interviews or to complete skills tests is strictly prohibited to ensure a fair and genuine evaluation of your capabilities.
What You’ll Get
At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies.
- Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
- Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
- Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
- Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.
