Job Title: NOC (Network Operations Center) Engineer

·       Manage all incoming customer tickets and respond and resolve client requests within SLAs (Service Level Agreements).

·       Perform daily preventative maintenance checks and services on managed devices in client infrastructure.

·       Open, track and close service tickets, answer incoming calls and monitor various e-mail accounts.

·       Interface with field personnel to verify repairs and testing systems and help identify recurring system performance issues.

·       Provide performance reporting on managed service devices and work directly with other NOC & Field Engineering resources for issue resolution.

·       Provide direct communication to customers on issues/outages/maintenance activities and maintain detailed notes within ticketing systems on all issue resolution activities.

·       Maintain customer technical information within defined documentation standards.

·       Develop and maintain installation and configuration procedures and obtain/maintain technical/professional certifications applicable to position or as directed.

·       Manage and maintain monitoring and alerting systems.

·       Assess and identify appropriate solutions to be integrated into the system's operation and make recommendations for implementation and troubleshooting.

·       Required to provide flexible shift scheduling based on operational needs and provide emergency on-call support on a rotating schedule.

·       Perform other duties as assigned.

Requirements:

·       Minimum 2+ years of technical support experience and understanding of event/alert management, incident, and change management processes.

·       Minimum 2+ years of experience of basic networking, routers, switches, Firewalls, and Wireless devices.

·       Must possess a strong understanding of Route/Switch, Wireless.

·       Security and VOIP (Voice Over Internet Protocol) experience are a plus.

·       Previous experience with Help Desk or NOC is required!

·       Cisco Certification is a plus.

·       Excellent Interpersonal Skills (develop and maintain strong working relationships).

·       Strong work ethic, communication skills, and customer service skills.

·       Proactive approach and good troubleshooting techniques.