Network Support Engineer

About Penbrothers Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client provides comprehensive technology lifecycle management solutions, including Expense and Asset Management, to help enterprise clients better utilize IT, Cloud, Telecom, Mobility and IoT technologies to solve business problems.

About the Role

The CMaaS Analyst is responsible for monitoring, troubleshooting, and resolving connectivity-related incidents for client environments. This role manages new and existing CMaaS tickets through ServiceNow, coordinates with telecommunications carriers, communicates service status to clients, and ensures timely restoration of network services. The analyst serves as the primary point of contact between clients, carriers, and internal teams for connectivity incidents.

What youll do

Incident Management & Monitoring

• Manage new and existing CMaaS incidents as they appear on the ServiceNow incident board.
• Perform initial triage on received tickets, including manually pinging the Gateway IP to determine service availability.
• Continuously monitor active incidents to identify service restoration or changes in status.

Troubleshooting & Carrier Coordination

• Contact carriers via phone, email, or carrier portals when services are confirmed down.
• Work directly with carriers to confirm outages, scheduled maintenance, and estimated time of restoration.
• Request remote power cycling of carrier-managed equipment when applicable.
• Coordinate and schedule on-site technician dispatches when required.
• Escalate issues appropriately when restoration timelines are extended.

Client Communication

• Provide timely and clear updates to clients through ServiceNow incident tickets.
• Notify clients of outages, maintenance windows, restoration timelines, and required client actions.
• Communicate scheduled technician dispatch dates and time windows.
• Send confirmation emails to clients once service is restored, including supporting ping results.

Ticket Lifecycle Management

• Place incidents on hold when awaiting service restoration, scheduled dispatches, or client action.
• Align dispatch scheduling with client operating hours (typically Monday–Friday, 8:00 AM–5:00 PM EST).
• Close incidents once connectivity is restored and client notification has been completed.
• Ensure ticket documentation is accurate, complete, and up to date throughout the incident lifecycle.

What you Bring

• Basic understanding of IP networking and connectivity concepts.
• Ability to perform network reachability tests (e.g., pinging Gateway IPs).
• Familiarity with ServiceNow or similar ITSM platforms.
• Strong written and verbal communication skills.
• Ability to manage multiple incidents simultaneously.
• Customer-focused mindset with strong organizational skills.

Preferred Qualifications

• Experience supporting WAN, ISP, or managed connectivity services.
• Prior experience in a NOC, Service Desk, or Managed Services environment.
• Experience coordinating carrier dispatches and outage management

Our Hiring Process

We utilize AI tools to enhance hiring efficiency and ensure a fair evaluation. Consequently, candidates will engage with an AI Interviewer, supervised by Human Talent Acquisition Experts who will support your entire application journey.

Our AI Expectations: While we encourage you to use AI for CV refinement and research, we require that all interviews and assessments be completed through your own authentic effort. The use of real-time AI assistance during interviews or to complete skills tests is strictly prohibited to ensure a fair and genuine evaluation of your capabilities.

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies.

· Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.

· Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.

· Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.

· Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.