TTEC

NOC Engineer.P1

Bringing smiles is what we do at TTEC… for you and the customer. As a NOC - Associate Network Engineer working on-site in Araneta, Cubao, Quezon City, you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

TTEC is seeking a NOC Engineer to join the IT Team. We’re a global company that is 46,000+ employees strong. Together, we are transforming the world of customer experience by helping our clients design and deliver simpler, more effective, efficient, and human customer service experiences that inspire customer loyalty and boost company profits.

Our global IT organization of 600 supports the entire enterprise that encompasses over 40,000 users across our businesses aligned in four pillars - Customer Care, Technology Services, Strategy Services, & Growth Services.

Position Summary

The NOC Engineer, as part of the TTEC Network Operations Center(NOC), is responsible for managing and maintaining all critical infrastructure systems and platforms that support the global TTEC 24x7 Operations. This TTEC NOC is part of the Infrastructure Team and this position will report to the NOC Shift Supervisor.

What You’ll be Doing

As NOC Engineer, you are expected to

• Utilize a suite of tools to monitor and manage all core network, voice and system/platform infrastructure environments
• Perform initial triage and troubleshooting steps by following SOP (Standard Operating Procedures) to determine root cause of alerts generated; Track and document all issues and resolutions in detail within the ticketing system
• Provide notification to TTEC Operations and TTEC IT Management for all impacting or potentially impacting issues; Implement Disaster Recovery procedures, where applicable, to quickly restore service to TTEC clients
• Acts as a liaison with vendors and third-party providers, including ticket creation and escalation; Capable of managing complex technical issues and communicating status to Customers.
• Flexible person with the ability to manage stressful situations and adapt to rapidly changing environments and requirements.; Ability to thrive in a fast paced, multi-cultural, customer-oriented environment. 
• Ability to work days, evenings, and weekends as required; 24x7 support and exceptional documentation and communication skills.

Preferred Skills

• Previous Network Operations Center, Customer Service or Helpdesk experience
• Experience managing, supporting and deploying IT infrastructures with a strong ability to diagnose server or network alerts, events or issues
• Excellent understanding of technologies, operating systems, networking, anti-virus, back-ups, systems and firewalls
• Working knowledge of Voice/VOIP technologies; Sysadmin and Linux skills
• Excellent time management and organizational skills, and ability to handle multiple concurrent tasks with minimal supervision
• Strong verbal and written communication skills, with ability to confidently speak with clients directly; Self-motivated, enthusiastic, and able to handle multiple support cases
• Customer-oriented, and capable of providing high levels of client satisfaction; Collaborate and work well with others and creatively solve problems

Advanced Skilled: Experience and knowledge in one or more of the following areas: Network/Security, Voice, Platform/Storage, System Administration. See each area for more details.

Requirements 

• Bachelor degree in Information Technology or Computer Science or equivalent experience
• 2-3 years of experience in a Network Operations Center type of environment or 1-2 years in 1 or more of the technology specific areas listed above

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Ask us about our paid time off (PTO) and wellness and healthcare benefits
• And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

Visit www.hellottecbenefits.com for more information.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.