NOC Tech I

at Five9

Manila, Philippines (Hybrid)

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.

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).

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, 13^th 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.

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.