Tier 2 - NOC Support Engineer

Are you a problem-solver with a passion for networking and VoIP technologies? Join our growing global team in Bacolod as a Tier 2 Support Engineer. In this role, you’ll have the opportunity to work in a supportive and innovative environment, gain hands-on experience with advanced networking and VoIP technologies, and unlock growth-potential into advanced support tiers. Enjoy a supportive, hands-on team while contributing to a global company that values excellence and teamwork.

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.  (9am to 6pm Eastern US business hours.)

What You Will Do:

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.

What You Will 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.

Team-oriented mindset with a proactive approach to problem-solving.

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 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 dependents)

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.