NOC Engineer

Role Overview

NOC engineers perform a highly diverse range of duties within our NOC serving our customers in a timely, cooperative, and professional manner. They interact frequently with vendor technical support, Telco service companies, and end-customer technical teams which requires clear and concise communications. NOC engineers work in partnership with our internal engineering team to transition new sites and devices into our NOC support center and will maintain a good overall understanding of the client systems and networks.

What You Will Do

Incident Management: Receive incidents (via ticket system, direct investigation, phone calls, or emails) and conduct initial triage, engage OEM vendor support as needed. Drive resolution of all tickets. Reporting: Assist in compiling recommendations on devices, including report of prioritized EOL/EOS devices, systems, and upgrade planning. Change Management: Adhere to established change control procedures, provide recommendations on updates enhancements to this procedure as needed. Capacity Management: Assist in compiling performance information including analysis of network, hardware, software utilization.

Why It Might Be a Fit

We expect all employees to continue developing their careers through performance and study. In return, we strive to provide a strong, long-term career path that provides both financial and professional rewards.

Requirements

• Associate degree in information technology, computing or other relevant area of study or equivalent work experience
• Cisco Certifications: CCNA, CCVP or CCNP/DP are desired
• 2+ years previous technical support experience
• Previous experience interfacing with external clients
• Previous experience in incident ticket management system

Benefits

• Strong analytical skills and able to collate and interpret data from various sources to assist in making business decisions
• Ability to assess and prioritize faults and respond or escalate accordingly
• Ability to multi-task and prioritize work appropriately
• Good self-awareness – understanding skill/knowledge and when to escalate
• Actively seeks out tasks that help develop skills and knowledge
• Ability to work on own initiative
• Actively seeks ways of improving existing systems and processes
• ‘Can do’ attitude. Flexible and adaptable approach to problem solving
• Professional, cooperative, consultative, and diplomatic approach with direct team and other functional teams - effective working relationships with other teams to work through resolutions
• Clear, concise communication with internal teams and client
• Diligence and attention to detail
• Flexible and adaptable approach to problem solving
• Intermediate skills with Microsoft suite