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NOC Support Engineer
3 months ago
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 custom-built 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, self-motivated 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 e-mails 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 on-call requirement.
- Periodically throughout the year you will be expected to be on-call 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 semi-permanent 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
