Portfolio Company Positions

As a Service Desk Technician at BCM One, you will be a vital part of our 24x7 Operations team, supporting managed voice service customers. This role is the front line of our service delivery—responsible for triaging incidents, managing service requests, and ensuring seamless, timely support. This role will support our Pure IP product where you will be the first point of contact for end-users and play a crucial role in maintaining service continuity, user satisfaction, and communication throughout the incident and request lifecycle.

Work Locations:

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

Quantity: 6

What You Will Do:

• Provide Tier 1 support and act as the primary communication point for users of the service.
• Log, manage, and escalate technical issues using the service management system (ServiceNow).
• Work closely with internal teams and external vendors to coordinate timely resolution of service disruptions.
• Create and maintain documentation in the internal knowledge base.
• Perform on-site project and support activities as directed.
• Triage incoming telephone calls, emails, and service tickets in accordance with operational processes and SLAs.
• Maintain end-to-end case ownership, ensuring regular communication with requesters—even when escalated to other resolver groups.
• Manage workload across service requests, incidents, changes, and problems assigned by leadership and automated systems.
• Escalate issues following predefined procedures for major incidents and high-priority cases.
• Proactively engage with customers and internal teams to drive resolution.
• Contribute to reporting and assurance documentation as required
  

What You Will Need:

• 3+ years of experience in the telecom industry or a similar Tier 1 support role.
• Strong understanding of voice technologies, including SIP, SBCs, and networking fundamentals.
• Excellent verbal and written communication skills.
• Familiarity with ITIL frameworks and incident management best practices.
• Experience with Service Management tools (e.g., ServiceNow is a plus).
• Strong problem-solving skills with attention to detail and follow-through.

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 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.