Onsite Customer Service Representative – Philippines
TDCXSupport TDCX customers across communication channels, resolve issues, and guide cases through to closure. Help improve customer experience through effective follow-up and feedback.
Open
New Era Technology is a global technology services firm helping organizations modernize the systems, workplaces, and infrastructure they depend on. Its work spans collaboration tools, enterprise networks, cloud and application modernization, audiovisual design and integration, managed IT, cybersecurity, physical security, AI strategy, intelligent automation, and field deployment. The company combines consulting and implementation with ongoing support for clients across enterprise, healthcare, government, education, retail, and banking. For candidates exploring technology services careers, New Era Technology offers roles connected to the delivery and management of complex digital and physical technology environments.
Remote Network Engineer, Field Support - Philippines
Provide remote engineering support for customer SD-WAN, Meraki, Cradlepoint, LTE/5G, and satellite connectivity deployments. Guide field technicians through installations, cutovers, troubleshooting, and live network turn-ups.
Description
- Manage and support multiple customer networks across varied technical environments.
- Deploy, configure, and maintain Cisco Catalyst SD-WAN using vManage and vEdge/cEdge platforms.
- Configure and administer Cisco Meraki MX, MS, and MR solutions.
- Implement and support Cradlepoint routers through NetCloud Manager.
- Incorporate LTE/5G and satellite connectivity into enterprise network architectures.
- Deliver real-time remote assistance to field technicians during installations, cutovers, and troubleshooting.
- Support deployment validation, service activation, and issue resolution during live implementations.
- Coordinate simultaneous support across customer networks through effective prioritization and communication.
- Follow customer-specific standards, service-level agreements, and security requirements.
- Provide customer-facing engineering expertise and remote technical direction.
Requirements
- 4–7+ years of hands-on data networking or network engineering experience supporting large-scale, national, or international deployments.
- Practical expertise with Cisco Catalyst SD-WAN, including vManage, policy control, and routing.
- Experience supporting Microsoft desktop and laptop computers, smartphones, tablets, and other mobile devices.
- Strong working knowledge of Cisco Meraki MX, MS, and MR platforms.
- Experience with the Cradlepoint NetCloud ecosystem.
- Sound knowledge of OSPF, BGP, TCP/IP, VPNs, and core network security principles.
- Background supporting distributed environments and connectivity for remote sites.
- Experience using wired and wireless network monitoring and troubleshooting tools.
- Strong analytical, troubleshooting, and problem-solving abilities in high-pressure situations.
- Ability to communicate technical instructions clearly to field technicians and non-technical stakeholders.
- Demonstrated ability to prioritize work across multiple customer environments.
- Excellent communication and technical documentation skills.
- Starlink deployment and satellite connectivity experience is advantageous.
- Familiarity with Fortinet firewalls and SD-WAN capabilities is advantageous.
- Experience with multi-carrier cellular deployments and failover architecture is advantageous.
- Certifications such as CCNA, CCNP, Meraki CMNA/CMNO, Cradlepoint, Juniper, CompTIA, Apple, Linux, or Fortinet NSE are advantageous.
- Availability to work Monday–Friday, 2:00 pm–11:00 pm ET (US).
Benefits
- HMO coverage from day one, including one free dependent.
- Health and wellness reimbursement benefits.
- Sun Life group insurance.
- Company salary loan program.
- Government contributions.
- Assistance with government loan payments.
- 13th-month pay.
- Night differential pay.
- Holiday pay for hours worked on holidays.
- Mandated leave entitlements.
- Company-provided work equipment.
- Ongoing training.
- Personal and professional development opportunities.
- Competitive benefits package.
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