Voice NOC Support

Pure IP, A BCM One Company, is searching for VoIP Engineers to join our growing in-house support team.  The primary function of the VoIP Engineer is to monitor our customer’s services, including responding to and logging alarms, and ensuring the required action is taken to resolve or escalate.  This role will also be responsible for monitoring customer tickets as they enter Pure IP’s queues.  A successful VoIP Engineer will take the initiative to improve the monitoring & alerts that are configured, ensuring alarm thresholds are set correctly, and all documentation is updated.

The VoIP Engineer will spend 70% of their time operating as a Ticket Controller and 30% as a NOC Engineer in year 1 to build the skills needed to progress to a more technical level.  In year 2, 70% of their time will be spent as a NOC Engineer and 30% as a Ticket Controller.  Your day-to-day routine will include coordinating ticket input, ensuring accurate and efficient priority-level assignments, and maintaining clear communication with both internal and external teams. The VoIP Engineer monitors and supports active tickets throughout their lifecycle, resulting in a more efficient technical support process.

Work Locations: 

This position will be hybrid based out of our office in Makati City, Philippines.  We are typically in the office 3 days per week with WFH the other 2 days.  This is subject to change based on the demands of the position and company.  There is no travel for this position.

Quantity & Shift:

There is 1 position available.  Shifts may be subject to change based on the level of support needed.

• Shift: Saturday to Wednesday - 12:00 to 21:00 GMT or 13:00 to 22:00 BST

What You Will Do:

• Monitoring to support all services provided to customers.


• Respond to all customer network and voice alerts within SLA from the various monitoring systems. Follow the necessary steps to validate and resolve the alarm using network and VoIP knowledge or assign to an appropriate next level engineer.


• Identify & document improvements for alarms for the internal knowledge base.


• Become the knowledge expert for the monitoring system and for implementing and improving the system.


• Monitor the ticket queue and promptly assign new tickets to Engineers based on priority and categorical information, considering workload and schedules.


• Assess the initial ticket information provided by the customer to identify any gaps or additional details needed for troubleshooting. Before assigning tickets to engineers, communicate with clients to acquire clarifications or further information.
  


• Ticket Lifecycle Management: Review active tickets regularly to ensure technicians are making progress and adhering to response and resolution deadlines.


• Manage vendor maintenance notifications.


• Answering calls that come into the support desk from customers and vendors. Capturing the details of the conversations into the relevant ticket.


• Ensure the SLAs of the tickets are met.


• Ensure tickets are re-assigned when the assigned engineer is unavailable to respond.


• Carrying out level 1 support tasks and responding to customers by phone or ticket.


• Assisting with vendor tickets and following them up until resolved.


• Other duties or projects as required.

What You Will Need:

• At least 2+ years of experience working in a telecommunications support environment.


• Excellent skills and experience utilizing key support toolsets such as monitoring and service management applications.


• Skills and knowledge of IP networks.


• Experience working with monitoring systems.


• An understanding of VoIP and knowledge of SIP. SIP school certification or willingness to study towards it is preferred.


• International porting experience is strongly preferred.


• Experience in speaking and writing to customers in a technical support role.


• Bachelor's degree in a relevant field. Equivalent professional experience can be substituted for degree requirements.


• Familiarity with VoIP protocols such as SIP and RTP.


• Customer-service oriented.


• Proficiency in reviewing and analyzing ticketing system data both natively and within spreadsheets.


• Basic understanding of IPv4 networking, including WAN, LAN, DNS, UDP, and TCP.


• Proficiency in Microsoft Excel for data management and analysis.


• Strong attention to detail and ability to document communication clearly and thoroughly.


• Willing to work night shift.

Who We Are:

BCM One is a leading telecom provider of NextGen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000 channel partners who rely on our products, services, and teams to support their critical underlying network infrastructure. BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, and SkySwitch.

Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 3 years we’ve brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry. Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen.

When you choose to work at BCM One, you get to work with a talented team and build experience with the leading technologies, suppliers, and partners in our industry. We don’t offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting. We take our mission “to provide a world-class experience with every human interaction” seriously, which means everything you do makes a difference. And we’re committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings and reach your full potential. At BCM One, we encourage our team to learn something new every day, so you don’t just become part of our growth story, we become part of yours.

Why BCM One

We are committed to creating an environment that fosters teamwork, accountability, innovation, and teamwork. Many BCM One employees have been with the company for 10+ years, which we think says a lot about our culture.

We Are a Team

• We pride ourselves on our team-based approach to providing quality solutions for our clients. BCM One encourages a culture of collaboration, exposing employees to different areas of the business and fostering career growth.


• We support employee involvement and provide opportunities to be responsible stewards via our BCM One Gives Back Program and our Emergency Fund to help our team members who are going through difficult times.

Hard Work is Recognized

• We offer an Employee of the Quarter program with a monetary award and Employee of the Year that includes a 7-day vacation package to the Caribbean. In addition, we host various regional team-building gatherings throughout the year.


• We believe in developing our team members and offer many opportunities for training, professional development and career growth.

Your Voice is Heard

• We empower our team members to speak up and look for opportunities in challenges.


• We have an Employee Council and a Diversity Equity and Inclusion Committee made up of volunteers from across the company who share a passion for making BCM One a great place to work and find ways to positively impact our communities.

How we take care of you:

• Competitive industry salaries with annual reviews


• Health Insurance (HMO with 1 free dependent)


• Generous Paid time off


• Company retirement plan


• 13th month pay

BCM One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.