NOC Technician

Description

The Scientel Solutions NOC is staffed 24x7x365 and is responsible for monitoring the network, performing troubleshooting, interfacing with the customer, leading the incident/problem management process, and ensuring timely resolution to issues. Network Operations Technicians are responsible for monitoring systems to ensure that devices are operating as intended and document findings. Technicians will perform Tier 2 troubleshooting, escalation, incident management, and problem resolution. They will assess impact and urgency of alerts, manage ticket lifecycle, and engage the appropriate support teams, if needed. The Network Operations Technicians will need to respond to escalated issues and provide support for networking technologies such as routers/switches/hubs, firewalls, and TCP/IP protocols. The position will be expected to interact heavily with various customers, both internal and external, to promptly resolve issues ensuring customer satisfaction, and SLAs are adhered to. They act as a vital link between the customer, equipment, and the Tier I and Tier 3 functions of the NOC. Technicians provide technical assistance and prioritization to the assigned NOC shift ensuring completion of daily tasks and workflows.

Requirements

Works directly with customers, internal staff, and third-party vendors to monitor, maintain, and troubleshoot customer's environments

Answer inbound phone calls from customers, internal teams, and vendors to bring resolution to tickets.

Provides timely and detailed feedback on problem status and resolution to NOC leadership

Reviews system logs and reports to review alerts, customer problems, and issues

Performs remote managements of customer devices, including configuration changes, patching, upgrades, and other requested services

Perform triage to resolve complicated issues reported by customers or via proactive monitoring solution; responds to customer inquiries and problems and initiates customer communications when appropriate

Respond to network activities as required, which will include driving Service Level Agreement (SLA) commitments between network operations and internal/external customers

Document problems by recording relevant information in trouble ticketing system

Initiate communications between the NOC and internal groups, external vendors, customers, and third-party vendors

Properly follows escalation procedures when outage events and/or impairments are not resolved in the prescribed amount of time

Assists on incidents escalated from Tier I support staff

Provide comprehensive, on demand updates for network outages.

A very strong work ethic with the ability to work through an entire multi-layer problem resolution process

Excellent written and verbal communication skills

Advanced network operation center customer support skills

Flexibility to work various shifts to support a 24x7x365 operation (weekends, holidays, and unforeseen shifts) and on-call

Advanced System Administration Knowledge

Moderate understanding of the business and/or industry

Advanced problem solving / analytical skills and knowledge of analytical tools

Desire to support mission-critical infrastructure in a fast-paced environment

A BS in Engineering, Electrical Engineering, Computer Science, or equivalent work (3-5 years) experience in a Network data center or operations center environment

General Networking and protocols knowledge