Network Operations Center (Noc) Engineer

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Job Type

Full-time

Description

Job Purpose/ Summary:

Assists customers who are experiencing procedural or operating difficulties.

Job Duties/ Responsibilities:

• Work with customers via phone and/or email to troubleshoot problems, answer questions, teach/instruct regarding problem resolution, and otherwise resolve their issues.

• Provide first level of contact and create a ticket for each call.

• Update tickets with appropriate troubleshooting steps completed.

• Close tickets with resolution entered upon completion of the job.

• Follow appropriate escalation procedures.

• Determine the most effective manner to resolve customer's technical issue. Engage in research and in-depth troubleshooting to resolve technical issues. Consult with a specialist as needed.

• Identify alarms, raise requests, and perform basic diagnostics of the problem, and dispatch as required to the appropriate Carriers or field service technician.

• Resolve escalated Help Desk or Monitoring tickets in a timely manner.

• Accept, track, and log all activity for incidents and resolutions in ticketing system in accordance with defined Service Level Agreements (SLA's).

• Identify and escalate situations requiring urgent attention.

• Make correct configurations on firewalls, switches, and gateways.

• Participate in training to increase knowledge and be able to assist with more complex issues.

• Grow knowledge of Network Operations Center (NOC) procedures and services.

• All other assigned duties and responsibilities not otherwise listed above.

Requirements

Education:

• Bachelor's degree in Computer Science, Engineering, or related major or equivalent combination of education, training, and experience.

Experience:

• Previous experience in a NOC or related position a plus.

Licenses, Certifications, and Screenings:

• Upon hire, must pass background screen to include employment history, college education, and license/certification verifications, and criminal check.
• CCNA 2 certificate required.

Knowledge:

• Knowledge of wireless network deployments.

• Working skills with switching technologies/concepts (i.e. Spanning-tree, VLAN, 802.1q, SPAN, VACL and Etherchannel).

• Understanding and experience with BGP, OSPF and VRRP.

• Experience with basic routers / firewalls and NAT (Network Address Translation).

Personal Attributes:

• Excellent verbal, written, and interpersonal communication skills, including the ability to communicate tactfully and diplomatically with customers; must be able to clearly communicate in English.

• Attention to detail.

• Ability to work under pressure in a fast-paced environment and maintain professionalism.

• Ability to work independently and in a team setting.

• Ability to multi-task assignments and follow process flow are required.

• Strong customer service orientation.

• Willingness to complete training modules.

• Proven track record of punctuality and consistent attendance.

Work Environment:

• Office environment.

• Sedentary work that primarily involves sitting/standing, but occasionally requires climbing, balancing, stooping, kneeling, crouching, and crawling.

• Frequent use of computer/keyboard/mouse required.

• Must be able to lift/move up to 10 pounds and occasionally lift/move up to 25 pounds.

• Vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

A list of comprehensive benefits can be found at www.singledigits.com/careers.

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, we comply with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

We are not currently sponsoring H1-B visas for this position.

• Single Digits does not accept resumes submitted by recruiting firms unless specifically requested by Human Resources. Unsolicited resumes will be ineligible for referral fees.