Technical Solutions Specialist - Network/Telecoms

Responsibilities:

• Network and Telecom Troubleshooting: Utilize advanced diagnostic tools, including Wireshark, LogicMonitor, Razor, Empirix, Netscore, ThousandEyes, and Looker, to identify and resolve complex network and telecom issues.
• Data Analysis: Leverage data analytics platforms such as Salesforce and Domo to interpret network and telecom data, identify patterns, and recommend performance improvements.
• Findings Presentation: Translate technical findings into actionable insights and deliver presentations to management, offering clear and impactful recommendations.
• Internal Escalation Support: Manage and resolve internal escalation calls from cross-departmental teams, delivering prompt and effective solutions to advanced technical challenges.
• Root Cause Analysis: Examine escalation trends and root causes to identify process improvement opportunities, reduce recurring issues, and optimize overall network and telecom performance.
• Cross-Functional Collaboration: Partner with diverse teams to address technical issues, implement strategic improvements, and share best practices for knowledge enhancement.

Minimum Requirements:

• At least 5 years of professional experience, with a minimum of 3 years working in network and telecom analysis or a related role
• Technical Skills: Proficient in troubleshooting complex technical issues.
• Analytical Expertise: Strong data analysis skills.
• Communication: Exceptional communication and presentation abilities. Knowledge of contact center operations.

Preferred Requirements:

• Data Analysis Proficiency: Experience with platforms such as Salesforce and Domo.
• Troubleshooting Tools: Advanced knowledge of diagnostic tools, including Wireshark, LogicMonitor, Razor, Empirix, Netscore, ThousandEyes, and Looker.
• Presentation Excellence: Skilled in translating technical findings for management-level stakeholders.
• Certifications: Relevant credentials such as CCNA, CCNP, or ITIL.
• Escalation Management: Proven experience in handling escalation calls and conducting trend analysis to drive improvements.

Company Benefits

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• While on work from home setup: Internet and meal allowance are provided
• Employee Assistance Program for mental and social well-being
• Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.