Tier 2, NOC Support Engineer

BCM One

Tier 2 Support Engineer providing technical support for networking/VoIP technologies at BCM One. Contributing to a global team while handling priority 2 tickets and mentoring staff.

Posted 6/20/2026full-timeMakati City • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudDNSVoIP

About the role

Key responsibilities & impact

Resolve Priority 2 (high priority/urgent) tickets efficiently, following troubleshooting guidelines and critical thinking.
Create, manage, and document tickets in our system while adhering to protocols and Service Level Agreements (SLAs).
Handle escalations from Tier 1 and collaborate with Tier 3 support when necessary.
Assist customers via phone, chat, and tickets with professionalism and clarity.
Train and mentor Tier 1 Support staff, contributing to their growth and development.

Requirements

What you’ll need

Bachelor’s degree in ECE, CoE, IT, or related fields.
Experience with Cloud Hosted PBX systems and automatic configuration of VoIP phones (Yealink, Polycom, Grandstream, Cisco).
Demonstrated ability to document communication and troubleshooting thoroughly.
Strong knowledge of networking concepts: IPv4, WAN, LAN, DNS, UDP, TCP, VLANs, Subnetting, and DHCP.
Experience with VoIP protocols like SIP and RTP, and tools such as Wireshark.
Ability to analyze call traces, troubleshoot complex issues, and create Dial Translations.
Excellent verbal and written English communication skills.

Benefits

Comp & perks

Health Insurance (HMO with 2 free dependents)
Generous Paid time off
Company retirement plan
13th month pay

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Cloud Hosted PBX systemsVoIP phonesnetworking conceptsIPv4WANLANDNSUDPTCPVoIP protocols

Soft Skills

critical thinkingprofessionalismclaritytrainingmentoringcommunication