Position: Network Operation Center Specialist (NOC)
Servpac is a Hawaii based company that provides telecommunication services, all-in-one cloud-based technology solution, offering high speed fiber internet, Vo IP phones, cloud computing, data center colocation and managed IT services. Our mission is to continuously develop innovative business solutions and stay committed to investing in Hawaii’s technology landscape.
We are looking for a NOC Specialist who is willing to work hard and help our company grow to new heights.
Work Setup:

• Full-time job
• Permanent work from home
• Current work hours is between 11:00 PM - 5:00 PM Philippine Standard Time (5:00AM -11:00PM Hawaii Standard Time) but will transition to 24*7 support in the coming months.

Job Duties:
Network Operations Center (NOC) team oversees network components and is responsible for network management. They diagnose and perform troubleshooting daily. The work NOC team entails maintaining network, servers, and telecom equipment in an organization.
As the first point of contact for customer inquiries, the NOC team handles various tasks including addressing level 1 phone, network, and MSP-related issues. Furthermore, they play a crucial role in managing sales and billing inquiries, providing prompt and reliable assistance to ensure customer satisfaction.
Responsibilities may include but are not limited to the following:
● Initial point of contact to the customer for all types of service requests.
● Pre-process service requests as they arrive through phone calls, email, or manual entry.
● Collect information by listening and asking questions to determine types of calls, assign severity and priority levels, and dispatch criteria.
● Enter all work as service tickets into the computer system.
● Monitor and route incoming and existing tickets to the appropriate service group.
● Ensure that tickets are efficiently dispatched and routed.
● Escalate service requests that cannot be scheduled within agreed service levels or high-priority tickets
● Escalate requests to other team members as necessary.
● Provide technical support on basic phone and network issues.
● On-call availability outside of business hours to resolve urgent network issues.
● Monitor and maintain network alerts and devices.
Qualifications:

• Must have BPO experience and exposure communicating via phone with US-based customers for a minimum of 2 years
• Must have Telco experience
• Excellent problem-solving and troubleshooting skills.
• Ability to multi-task and adapt to changes quickly.
• Strong verbal/written communication skills.
• Attention to detail and accuracy
• Excellent organizational and time-management skills

Application Questions:
Note: Make sure to complete the screening questions to avoid automatic rejection

• How many years of BPO experience do you have?
• How many years of telco experience do you have?
• Do you have a dedicated work from home setup, free of noise and distractions?
• Where are you residing?

Job Type: Full-time
Pay: Php25,000.00 - Php30,000.00 per month
Benefits:

• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Promotion to permanent employee
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday
• Night shift
• On call
• Weekends

Supplemental Pay:

• 13th month salary
• Anniversary bonus
• Bonus pay
• Overtime pay
• Performance bonus

Application Question(s):

• Where are you currently residing?

Experience:

• BPO: 2 years (Required)
• Telco: 1 year (Preferred)

Expected Start Date: 11/04/2024