Tier 1 - NOC Support Engineer

The Support Engineer, Tier 1 position is an ideal opportunity to begin your career in telecommunications with a global in-house company. A Support Engineer is responsible for responding to tickets and creating documentation regarding solutions for clients' technical issues. This position will work closely with other members of the support team and follow all troubleshooting guidelines, escalating tickets as needed.  While in the Support Engineer position, you will receive training and build skills that will enable you to take the next step of your career into a Tier 2 position. 

Work Locations: 

This position will be hybrid based out of our office in Bacolod 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.

Hours: 

Night Shift - 9pm to 6am local

What You Will Do:

• Create and respond to tickets as they are assigned in our Ticketing System while adhering to company guidelines. 
• Document tickets with clear language and detailed information beginning upon receipt.  Must document all troubleshooting and train the customer wherever necessary. 

• Answer phone calls to get tickets started.  Make outbound calls to clients when required to collect additional details. 
• Respond to team chats to support group collaboration and effective team ticket resolution SLAs. 
• Dissect Dial Translations and Call Flows. 
• Other duties as required. 

What You Will Need: 

• Bachelor's degree in computer science or networking, no professional experience required.   
• 1 year of professional experience in a comparable role may be substituted for degree requirements. 
• Basic Understanding of IPv4 networking: WAN, LAN, DNS, UDP, TCP 
• Must read, write, and speak professional-level English. 
• Must work well in a team-oriented environment 

Preferred, Not Required: 

• Understanding of more advanced Networking topics: DHCP, Subnetting, VLANs 
• Understanding of VoIP Protocols such as SIP, and RTP

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, SkySwitch, and Pure IP.

Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 4 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 2 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.