NOC & Technical Support Engineer - VoIP

Toku Pte LtdManilla, National Capital Region, Philippines

Hybrid Full-time

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Experience Level

Entry Level

Qualifications

Key Responsibilities:Monitoring & Incident Response: Oversee system health, service availability, and infrastructure alerts using our internal tools and dashboards. Proactively identify disruptions and initiate response actions. Incident Triage & Escalation: Conduct initial validation, testing, and diagnosis of incidents, quickly escalating issues to the appropriate internal teams or external vendors. VoIP & SIP Troubleshooting: Diagnose common voice-related issues such as call failures and quality problems, determining whether issues are internal or supplier-related. Customer Support & Ticket Handling: Manage customer queries through asynchronous channels (e.g., Zendesk), ensuring timely, clear, and professional communication. Application-Level Troubleshooting: Investigate issues using logs, browser console, and system behavior for Toku’s browser-based products. Customer Communication & Updates: Provide timely updates to customers regarding issue status, maintenance activities, and system changes. Monitoring Discipline & Ownership: Maintain high attentiveness to alerts and system behavior.

About the job

This hybrid NOC and Level 1 Technical Support role is vital in monitoring, incident triage, and customer issue resolution for Toku's voice and messaging platform. You will be instrumental in identifying issues, conducting initial validations, and ensuring expedient and precise escalations while maintaining robust communication with customers. This position requires a combination of system monitoring, basic VoIP troubleshooting, and application-level support in a 24/7 environment. Ideal candidates are attentive, dependable, and thrive in a structured, shift-based operational setting.

About Toku Pte Ltd

At Toku, we revolutionize customer experiences through innovative cloud communication solutions. Our expertise and technology empower enterprises to overcome the challenges of digital transformation.

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