NOC Technician
Summary
NOC Technician at Five9 (a cloud contact center software provider) monitors cloud infrastructure and services, responds to incidents and escalations within SLA, and turns up customer applications. Requires VoIP/telephony (SIP, PBX, IVR), networking (TCP/IP, BGP, QoS), cloud (Azure/GCP/AWS), and systems/database troubleshooting, with shift and on-call work.
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.
NOC Technician
Key Responsibilities
- 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.
Required Experience
- 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.
Company Benefits
- Company stocks
- Annual merit increase based on performance
- 15% night shift differential pay
- Paid Leave with Cash Conversion
- HMO with free dependents
- Retirement Plan
- Life Insurance
- While on work from home setup: Internet and meal allowance are provided
- Employee Assistance Program for mental and social well-being
- Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
Five9 is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and interview process. If you need assistance or an accommodation due to a disability, please contact us at accommodations@five9.com to request an accommodation. Requests will be handled confidentially and in accordance with applicable law.
View our privacy policy, including our privacy notice to California residents here: .
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Skills
As published by greenhouse · 10 questions · 3 written answers
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
Short answers (5)
- How did you hear about opportunities at Five9?
- If you were referred by a current Five9 employee please enter the employee's name and relation here: optional
- What is your current base salary (monthly/PHP)?
- What is your salary expectation (monthly/PHP)?
- How soon can you start?
Pick from a list (2)
- This position requires US working hours. Please confirm you are able to work this schedule.
- Are you a current Five9 employee? If so, please apply through the Internal Job Board in Greenhouse. optional
Written answers (3)
- Complete Present Home Address:
- Preferred time to accommodate virtual interview between 1am to 9am Manila Time (Tuesdays to Fridays only):
- Candidate comments: optional