The RISE mission is to Accelerate Internet for the Philippines - we do this by focusing on the overall customer experience; providing excellent internet services while creating a positive impact on our partners and their industries.
From very humble beginnings and with a desire to carry out our mission, we have grown to serve business and wholesale customers in Cebu, Manila, and Davao. Our business customers come from varying industries, such as real estate, IT, and business process outsourcing, to name a few. Nonetheless, they all have one thing in common: they require high-quality service and great customer support.
To deliver the best customer experience, RISE works exclusively with technical services company Pathfinders, through which we maintain our benchmark average of 1.8 weeks installation time for business clients. Together, we operate GetaFIX, the biggest Internet eXchange in the Philippines that helps the efficiency of content and connectivity in the country. We also operate Open Access Network, a Fiber as a Service offering that helps reduce complexity for developers and telecommunication companies while increasing customer satisfaction.
Throughout the group, we foster a performance-based culture, where team members are encouraged to take ownership and exceed expectations for their projects. We practice transparency by conducting regular check-ins and quarterly performance reviews, which helps us achieve goals and continuously advance together. We promote work-life balance and have team activities, such as monthly get-togethers to celebrate our wins, and sponsor work-related training and conferences.
Be part of a growing mission-oriented business that requires new leaders who are proficient, proactive, and direct. Be rewarded with great colleagues, a supportive environment, a competitive salary, and a compensation package that includes HMO for you and your family. Flex time is offered for some roles and your teammates will be there to help as you further hone your skills and accomplish responsibilities. Make a difference and grow with us.
About the job
The RISE Group mission is to accelerate internet in the Philippines, and our Network Engineers are a key part of that mission. They build and maintain our world class domestic and international networks (including the largest open IX in the Philippines -
GetaFIX.ph) while ensuring our business and wholesale customers get fast, highly technical support when they need it. As we are growing quickly, we are seeking both junior and intermediate level candidates to join our team and become a core part of improving connectivity in the Philippines.
Duties and responsibilities
- Design and develop documentation for anything not currently documented in your work domain
- Share your knowledge in areas of expertise or proficiency
- Assist and liaise with customers to ensure service continuity while providing a great client experience
- Perform Move/Add/Change (MAC) operations for clients utilizing the network (e.g. provisioning and changing port speeds, etc.
- Implementation of network changes, upgrades, updates, optimizations including hardware and software upgrades where required outside of business hours
- Assist with faults and outage scenarios as required by Incident Controller (IC)
- Assist in ensuring the high speed of customer activations
- Maintain a professional manner in dealing with clients while complying with company procedure and policies
- Monitor and maintain network infrastructure and application services, where required on a shift basis
- Perform fault diagnosis for infrastructure and application services where appropriate
- Raise issues with appropriate contracts for faults, outages or other problems or issues according to procedure
- Assist in developing and improving procedures for network operations and application services
- Work to improve or retain high network uptimes to support operational goals of 99.99%
- Liaise with and manage upstream providers or external vendors
- Take ownership for customer tickets and issues to ensure the company is doing all it can for its customers (incident management)
- Provide shift reports and ensure NOC is staffed
- Take part in root cause analyses and issue debriefing (problem management)
The ideal candidate will have:
- Bachelor's Degree in Computer Science, Engineering or related area
- 2 + years' of experience with network administration or general IT
- Solid understanding of IP networking fundamentals (do you know a MAC from an ARP?)
- Strong oral and written English communication skills
- A huge drive to learn and grow as an engineer
Preferred
- Vendor certifications a plus (JNCIA/JNCIS/CCNA/CCNP etc.)
- Experience managing Linux based applications like BIND, RADIUS, ISC-DHCP, Cacti, Smokeping, Nagios
- Experience with a server configuration management tool like Chef (preferred), Puppet or Ansible
- Experience with all, some or any of the following technologies: GPON, MPLS, STP/MSTP, L2VPN, L3VPN, RSVP, PPP, DHCP, BGP, OSPF, IPv6
- Experience working with a large, operational IP network
- Experience working in a customer support team or environment
About our Network Team
Our network team is on a mission to deliver fast and reliable data services while providing a remarkable experience to customers both external and internal.
We achieve this by ensuring we have balanced our available capacity and connections so they are never congested. You can see a map to check the real-time performance of our networks. We continuously optimize our network to reduce downtime and increase speed; and optimize our systems to ensure network visibility and effective management.
We hold ourselves accountable in our commitment to our customers, by being responsive to their concerns and transparent with our performance.
We use automation wherever possible, to ensure consistent, high quality implementations, as we respond and operate in a highly dynamic environment.
Our network is heavily based on Juniper routers and switches, running MPLS with RSVP and BGP, and we peer densely to ensure we have control over our traffic. We also operate GetaFIX, the second open internet exchange in the Philippines, which is part of our dedication to improving the internet not just for RISE customers, but for the rest of the country as well.
You will be working with a diverse team of skilled engineers, some have started their careers with RISE and others who have many years of experience both locally and abroad. We focus on having a supportive environment and ensuring all team members receive experience across a broad range of tasks - the better they know the network, the better they can support our customers.
Hiring process
We aim to give our applicants a good experience by being timely, efficient, and direct. We do apologise however as due to the overall volume of applications we only respond to candidates successful in securing a screening.
