Deskripsi Pekerjaan
Are you a proactive IT professional ready to elevate your career in Network Operations? Asticom is seeking a dedicated and detail-oriented NOC Engineer (Service Desk) to join our dynamic team in Makati City. In this role, you will serve as the primary line of defense in monitoring, troubleshooting, and maintaining the high availability of our critical network infrastructure and services.
As a NOC Engineer, you will blend technical acumen with outstanding customer service. You will be responsible for real-time monitoring of network alerts, performing initial incident triage, logging support tickets, and executing escalation paths to ensure minimal business disruption. This position offers a fantastic opportunity to work with modern network technologies, learn from senior infrastructure experts, and grow your technical career in a supportive, fast-paced environment.
Tanggung Jawab
- Proactively monitor network infrastructure, servers, and applications using enterprise Network Management Systems (NMS).
- Acknowledge, log, and categorize incoming incidents and service requests in the ticketing system.
- Perform initial diagnostics, troubleshooting, and basic resolution of network and IT infrastructure alerts.
- Escalate complex issues to Layer 2/3 engineering teams or external service providers, ensuring seamless handovers.
- Provide regular, professional status updates to clients and stakeholders regarding ongoing incident resolution.
- Ensure all troubleshooting steps, investigations, and resolutions are accurately documented in the ticketing platform.
- Adhere strictly to standard operating procedures (SOPs), Service Level Agreements (SLAs), and operational KPIs.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Engineering, Computer Science, or a related field.
- At least 1 to 2 years of experience working in a Service Desk, Technical Helpdesk, or Network Operations Center (NOC) environment.
- Solid foundational knowledge of networking concepts (TCP/IP, Routing & Switching, DNS, DHCP, and Firewalls).
- Familiarity with network monitoring tools such as SolarWinds, PRTG, Zabbix, or Nagios.
- Strong analytical and problem-solving skills with a high attention to detail.
- Excellent verbal and written communication skills with a customer-centric mindset.
- Willingness to work in a 24/7 shifting schedule (including night shifts, weekends, and holidays).
- CCNA or ITIL v4 Foundation certification is highly preferred.