NOC Technician

Philippines·ManilaHybridmid

Customer SupportNOC Technician

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Quick Summary

Overview

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Technical Tools

Customer SupportNOC Technician

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Responsibilities

~1 min read

- Monitoring the system performance, services in the cloud infrastructure to ensure the availability of the connectivity and services
- Performing regular checks on systems, services in the infrastructure
- Provide timely response to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams.
- Monitor and Identify events proactively resolving issues.
- Respond & Resolve Customer escalations within the SLA window.
- Turn up customer applications & services in accordance with standard procedures.
- Open and track to resolution carrier and internal tickets.

- Minimum of 1 year of related experience in a software support position
- Intermediate level knowledge on Cloud Technology (Azure, GCP, AWS, etc.)
- Mid-Level technical knowledge in at least one of the following categories.
- Telephony configuration and troubleshooting
- Knowledge of PBX, ACD, CTI, VoIP and IVR applications.
- Proficient in SIP, RTP, ISDN and other VoIP technologies
- Networking configuration and troubleshooting
- Knowledge in network theories and protocols like: TCP, UDP, HTTP, DHCP, DNS, NAT, BGP, MPLS, QoS, etc.
- Proficient in Internet Technologies, including routing, switching and general network infrastructure in a Cloud Environment
- Systems administration and troubleshooting
- Knowledge in VMware, bare metal/blade servers, Active Directory, Enterprise Applications, etc.
- Database Use and Administration
- Knowledge on MySQL, SQL Server
- Must be willing to work shifts and participate in on-call rotation (Days/Nights/Weekends).
- An understanding of operating systems, business applications, and network systems.
- Ability to communicate clearly (both in writing and speech).

Work Location: This role is fully remote for candidates who reside outside a driving distance of 20-kilometers of our office. Candidates who reside within 20-kilometers driving distance of our office would be required to work in-office 2 days a week.

Work Location: This role is hybrid and requires 2 days a week in office.