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NOC Engineer

1 month ago

Delhi, India Navisite Full time
At NAVISITE - Part of Accenture, celebrating our employees and investing in their well-being and development is not just a priority or an initiative - it's woven directly into our company fabric. Our mantra and unofficial corporate hashtag #SoMuchGood is all about recognizing our team's commitment and achievements, both inside and outside the office. It's that theme that has driven a host of programs at Navisite - it's who we are. What we do is simple: We work hard, we have fun, we give back to the community and we never take our eye off the goal - creating a modern cloud MSP with a global, talented team of employees. Join us and be part of our team

Job Summary

NOC Engineer:-

The NOC Engineer is responsible for customer service as it relates to the monitoring of customer applications and equipment. This position effectively handles customer calls and e-mail, answers questions and routes incidents to the appropriate internal support groups where they are unable to resolve the issues themselves (FCR-First Call Resolution). The NOC Engineer works closely with our monitoring tools to identify, document and pass problems quickly to our engineering staff for immediate resolution. MAJOR DUTIES AND RESPONSIBILITIES • Working knowledge of all NOC monitoring tools (Atlas-OSS Stack) o Service Now or other ticketing systems o Zabbix • Provide first level 24x7x365 escalation support for Navisite customers • Answer customer calls and provide the highest level of customer service • Assist customers to correctly identify the source of their problems and then remediate • Technical knowledge and proficiency with Windows, Unix, Linux and general networking protocols • Maintain a thorough understanding of all NOC processes and implement them when and where appropriate • Document all calls and equipment issues with a high degree of detail and accuracy • Use a variety of tools (nslookup, ping, traceroute, browser, etc.) to quickly verify reported events • Ability to use remote administration software (Terminal Server, Remote desktop, Telnet, etc.) to verify and correct reported incidents REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge • Certification or related technical training with 3-5 years’ experience • Experience working in a 7 x 24 environment • Must have strong customer service and communication skills • Proficiency with troubleshooting Windows, UNIX or Linux systems • Understanding of enterprise networking environments • Excellent organization and teamwork skills • Experience with basic network troubleshooting tools (ping, lookup, traceroute, etc.) Education College degree in related field and/or practical experience in related field Certification or related technical training with 3-5 years experience in a NOC/SOC type environment Strong ITIL Foundational v3/v4 understanding a plus Related Work Experience Prior experience working in a NOC/SOC environment Prior experience partnering with internal offshore support teams EOE Race/Sex/Vet/Disability

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