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L3 Network Operations Center Support Engineer

4 months ago

india CallTek Full time

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)

(ref:hirist.tech)