Network Operations Center Engineer

4 weeks ago

Gurugram, India Vemploy Recruitment Consulting Full time

####Candidates from Delhi/NRC Only####


Reporting to the Manager, Support Services, duties include ensuring that software and devices deployed in the field are continuously monitored and proactively maintained, and that outages are responded to and reported in a timely manner. This goal will be achieved by using a combination of tools and systems to keep accurate track of the real time status of all network equipment deployed in the field. Upon identification of a Network issue, the Proactive Monitoring Analyst will create a trouble case and perform initial triage and troubleshooting, escalating if required to a NOC agent. As part of the escalation, they will follow established guidelines to notify the appropriate parties of the existence of an issue requiring their attention.

This position requires shift work to provide 24/7/365 coverage.


Responsibilities


  • Ensure customer satisfaction through follow up on ‘hot’ issues in a time sensitive manner
  • Demonstrated ability to analyze and interpret documented network configurations and designs to accurately visualize effect and impact of outages, as well as solutions
  • Communicate to management and staff of significant outages and/or client escalations
  • Maintaining current knowledge of industry and technological advances and developments and how they may impact GuestTek’s services and products
  • Use technical knowledge and organizational skills to analyze and investigate patterns, cases and potential problems
  • Open and maintain cases including; case progress, escalations and status using GuestTek ticketing system
  • Identify patterns of problems or solutions using investigative skills
  • Provide an excellent level of service to Guest-Tek staff and Clients
  • Ensure that follow-up is occurring for long standing issues
  • Perform troubleshooting (up to resolution where applicable) for all issues identified through proactive monitoring
  • Identify and escalate situations requiring urgent attention
  • Take ownership of identified issues from start or ensure proper escalation process is initiated
  • Troubleshoot identified issues remotely using a variety of software tools and skills
  • Must achieve monthly KPIs set by management team


QUALIFICATIONS


  • Bachelor’s degree and/or College diploma in a related business or technical program or equivalent experience
  • Excellent verbal and written communication skills (English)
  • Knowledge of data networking and telecommunications hardware and protocols
  • Some experience preferred with any/all: DSL, CAT5, Wireless, IP routing, VoIP, Digital Video and Linux
  • Exceptional organizational skills, and the ability to multi-task with attention to detail
  • Ability to resolve standard, documented issues with minimal assistance or supervision
  • Positive, can-do attitude
  • Must be available to work in a 7/24/365 shift work environment
  • Knowledge of tools and products is an asset (GSAC, OVI6, OVM, ITV, NMS, OSD)
  • Certification in networking is an asset (i.e. CCNA)

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