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CallTek

White-label tech support, BPO, TaaS provider

NOC Engineer

Network Engineering & AdministrationConfirmed live in the last 24 hours
Full-timeCebu City, Philippines

About the Job

Requirements

  • A bachelor's degree in Computer Science, Information Technology, or a related field.
  • At least 1 year of network operations or NOC experience.
  • Experience with incident management and escalation handling.
  • Experience coordinating with field technicians and dispatch operations.
  • Strong communication and problem-solving abilities.
  • Ability to remain calm under pressure during critical incidents.
  • Team collaboration and mentoring skills.
  • Time management and prioritization skills.
  • Willingness to work onsite.
  • Willingness to work rotating shifts, including nights, weekends, and holidays.

Responsibilities

  • Monitor network infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and proprietary monitoring systems such as Cosmos.
  • Analyze performance trends, bandwidth, latency, packet loss, and key performance indicators.
  • Maintain monitoring thresholds, alert policies, and service-level agreement metrics.
  • Respond to alerts and outages within service-level agreement timeframes.
  • Perform triage and diagnosis, and manage the incident lifecycle.
  • Conduct root cause analysis and document lessons learned.
  • Track trends and recommend preventive measures.
  • Serve as the primary escalation point for Tier 1 and Tier 2 support teams.
  • 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.
  • Execute firmware updates, patches, and configuration changes.
  • Configure routers, switches, firewalls, load balancers, and wireless controllers.
  • Implement virtual LANs, access control policies, and virtual private network connections.
  • Perform change management and maintenance-window activities.
  • Resolve issues across local area networks, wide area networks, multiprotocol label switching, software-defined wide area networks, and wireless networks.
  • Troubleshoot routing and switching protocols, including BGP, OSPF, EIGRP, and STP.
  • Analyze network traffic using Wireshark and tcpdump.
  • Address DNS, DHCP, firewall, network address translation, and voice-over-IP issues.
  • Handle SSID requests, conference issues, and other special requests.
  • Monitor security event logs and security information and event management alerts for potential threats or breaches.
  • Implement and maintain network security policies and access control lists.
  • Respond to security incidents and coordinate with the 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.
  • Coordinate field technicians and dispatches for property management system troubleshooting and connectivity issues; Wi-Fi site surveys, coverage analysis, and wireless optimization; and third-party vendor troubleshooting involving video, voice-over-IP, and conference-room technology.
  • Coordinate onsite troubleshooting activities and vendor escalations.
  • Maintain network documentation, topology diagrams, and standard operating procedures.
  • Create post-incident and root cause analysis reports.
  • Participate in capacity planning and continuous-improvement initiatives.
  • Work with Engineering, logistics, equipment teams, and third-party vendors as new equipment and technologies are integrated with the production network.

Desired Qualifications

  • Networking-related certifications such as CCNA, CCNP, Ruckus Certified, Aruba Certified, Meraki Certified, CompTIA Network+, CWNA, or Fortinet NSE.

About the Company

CallTek

White-label tech support, BPO, TaaS provider

CallTek provides white-label technical support and BPO services for technology operators and service providers, including field service, cloud monitoring, NOC, and business continuity delivered under a Technology as a Service model that covers infrastructure, procurement, and full lifecycle support. It serves MSPs and enterprise platforms such as Cradle Point, Cisco, Aruba, Ruckus, and Fortinet, offering 24/7 multi-channel, multi-language support. Key differentiators are a global workforce of over 7,000, nearly two decades of experience, and recognition as a top employer in the Philippines in 2023, with a vertical focus on hospitality, multi-family student housing, and healthcare. CallTek aims to help technology operators scale, maintain uptime, and provide reliable branded support across channels and languages.

Company size
501-1,000
Company stage
Not listed
Total funding
Not listed
Headquarters
Irvine, CA
Founded
2004

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