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NOC Support Engineer

3 months ago

Delhi, Delhi, India Cyitechsearch Full time

About the job :

  • As a Tier 2 NOC Associate, you will be responsible for providing technical support to our global client base.
  • Our 24/7 NOC monitors and remotely troubleshoots a diverse list of hardware manufactures using standard and custombuilt tools across a variety of network topologies.
  • The NOC works with internal and external IT professionals to implement network configurations and replace hardware when necessary.
  • As this industry diversifies and enterprises adopt new technology, it is more important than ever to develop the skill set to support and manage this technology effectively.
  • The ideal candidate is highly energetic, selfmotivated and driven to excel in cutting edge technology.
  • A successful NOC Representative embraces working in a company with many responsibilities and opportunities to learn.
  • In addition, this person must be willing to work flexible hours in a technology call center to accommodate our clients across the U.S.
  • Monitor networks proactively to identify service impacting events
  • Troubleshoot network connectivity issues across a wide range of networking hardware for client's networks
  • Resolve connectivity problems by clarifying the customer's complaint; identifying the cause of the problem; selecting and explaining the best solution to the problem; expediting correction or adjustments; and following up to ensure resolution
  • Manage inbound calls, outbound calls and emails within a 24/7 Network Operations Center
  • Utilize the internal ticketing system to log all requests and activities
  • Adhere to NOC principles and guidelines set forth by management
  • Provide superior customer service by being courteous, knowledgeable, and professional
  • Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests
  • Escalate problems to the appropriate organization or external vendors as required to achieve resolution
  • This position has a rotating oncall requirement.
  • Periodically throughout the year you will be expected to be oncall for remote support

Requirements :

  • 2 years of 7 x 24 NOC experience, or equivalent experience
  • Previous Help Desk/Technical Call Center experience required
  • Advanced PC/laptop software knowledge and skills, including installation, configuration, and troubleshooting
  • Understanding of common Internet protocols, including TCP/IP and DNS
  • Strong customer service and communication skills (both oral and written) and demonstrated ability to work as a team player
  • Demonstrated ability to effectively manage and prioritize multiple tasks
  • Effective interpersonal skills for interaction with all levels of staff, clients, vendors and consultants even in stressful situations
  • A working knowledge of the systems, tools, and processes required to perform assigned tasks
  • Experience and accuracy in configuring and troubleshooting the complete line of SageNet's products and services
  • A working knowledge of SageNet's network architecture, including hub, server, and NMS components
  • Basic understanding of both Windows and Unix based platforms
  • Demonstrated attendance reliability through history of minimal unplanned absences
  • Flexibility to work any shift including holidays, weekends and nights, both on a semipermanent or rotating basis as required
  • Bachelor of Science in Information Technology or any similar courses
  • Network+, A+, CCENT, or CCNA preferred
  • Cisco CCNA certification
  • NSE4 Fortinet
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