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L3 Network Operations Center Support Engineer
4 weeks ago
About the job :
Job Summary :
- As a Network Operations Center Engineer, you will be responsible for providing advanced technical support and troubleshooting for network infrastructure and guest-facing systems within the hospitality industry.
- You will handle daily operations, advanced equipment troubleshooting, network setups, tech dispatches, PMS troubleshooting, ticket hand-offs, and participate in projects as assigned.
Key Responsibilities :
Daily Operations :
- Handle inbound calls for sites, customers, clients, and partners
- Manage support and client escalations, including priority 1 issues and urgent cases
- Provide real-time assistance to T2 technicians and update tickets with relevant information
Advanced Equipment Troubleshooting :
- Configure replacement devices and perform software and hardware firmware upgrades
- Coordinate ISP cutovers and troubleshoot all network-related equipment issues
Network Setups :
- Set up TV networks, special request SSIDs, key encoder systems, safe lock networks, bed bug networks, and associate alert networks
- Issue public IPs to vendors and fulfill network setup requests from sites
Tech Dispatches :
- Troubleshoot issues to verify if a tech dispatch is needed and create statement of work for operation coordinators
- Assist field techs with switch configurations, cable running, and equipment connections
PMS Troubleshooting :
- Install new connectors for PMS interfacing, test with PMS vendors, and troubleshoot portal page issues at franchise hotels
Ticket Hand-Off :
- Create dispatch hand-offs and document all severity 1 and 2 tickets for follow-ups on the next shift
Projects :
- Work on assigned projects in a timely manner, contributing to the team's success and efficiency
Technical Expertise :
- Identify and troubleshoot complex network issues, review and recommend configuration change requests, and maintain expert-level knowledge of solutions, tools, software, hardware, and configurations.
Collaboration and Support :
- Act as a technical adviser and escalation point for the helpdesk team, providing guidance and support as needed.
- Engage in troubleshooting efforts with onsite customer resources or third-party contractors
Flexibility :
- Participate as part of the helpdesk or monitoring teams as needed, contributing to overall team success and efficiency
Requirements :
- Minimum 1 year of L3 or NOC experience
- Proficiency in network troubleshooting and configuration
- Strong communication and interpersonal skills
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously
- Bachelor's degree in Computer Science, Information Technology, or related field (preferred)
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