About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is an IT Consultancy founded in 2013 to bridge a gap in the market between the major IT services providers and the consultancy market. They provide skilled network, wireless, security and management resources. They enable the design, architecture, implementation, support and delivery of complex technical solutions.

Our client portfolio and experience include banking, media, insurance, healthcare, and telecommunications clients.

About the Role

The successful candidate will be monitoring, supporting and implementing changes for our client’s Managed Service customers. The candidate will be based remotely and initially will cover night shifts Monday to Friday (730PM – 730AM GMT) and 24 x 7 during weekends and Bank Holidays. However, the candidate needs to be flexible to work any shift across a 24 x 7 period.

What you’ll do

• Working in our Network Operations Centre as a Network Support Engineer.

• Diagnose and solve problems and incidents with limited supervision and within SLAs.

• Monitor ticket queues, multitask, and prioritise work by shifting focus as and when required.

• Troubleshoot system and network problems, ID root cause and escalate when appropriately.

• Implement network changes and service improvements on customer’s equipment as required.

• Work closely with the 3rd Line team to resolve complex problems.

• Administer and maintain customer infrastructure via change control.

• Perform RMAs, software upgrades and patch management, for several vendors.

• Carry out on-site client visits as required.

• Create technical documents, diagrams, and SOPs whilst maintaining the company's knowledge base.

• Administer and maintain the company's lab infrastructure.

• Administer and maintain end user accounts, permissions, access rights and inventory.

• Support our Services delivery function by generating appropriate reporting.

• Working with other areas of the business to support the deployment of new products or tools.

What you bring

• 1+ year of experience within a 1st / 2nd line support role.

• MUST be CCNA certified working toward CCNP.

• Aruba, Cisco, Palo Alto, Meraki

• Understanding of ITIL best practices. (ITIL Foundations certification desirable).

• Customer-centric with good communication skills, both written and verbal.

• General Support and Operations background.

• Hands on experience with Switches, Routers, Firewalls and Wifi

• Knowledge and experience of ticketing/incident management systems. EG ServiceNow, Zendesk

• Previous experience in a similar role at an IT Solutions Provider/MSP.

• Demonstrate working under own initiative

• Flexibility to work in a shift pattern covering nights, weekends (BH) including 24 x 7 is essential

Good to have

• Experience working with Fortinet, Silverpeak

• ITIL Foundation V3 or V4

• Any exposure to Netbox

• Any exposure to Zabbix

Please refer to job description.