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Assistant NOC Manager

4 months ago

Springfield, United States Smart Choice Communications Full time
Job DescriptionJob DescriptionWho we are:
SmartChoice is a leading provider of business cloud communications with a unique portfolio of solutions including UCAAS, collaboration platforms, and dedicated contact centers. Through its 24x7x365 U.S. based support, white-glove service, and single point of contact approach, SmartChoice has become the go-to provider for a businesses’ technology needs and is one of the largest award-winning business phone system providers. SmartChoice is proud to service and support thousands of enterprises worldwide. Check out our website at www.smartchoiceus.com for more information.

Job Overview:
SmartChoice is seeking a diligent, motivated, and enthusiastic Assistant NOC (Network Operations Center) Manager. As an Assistant NOC Manager at SmartChoice, you will oversee the Training, Management, and Escalation handling of All Intermediate and Advanced Engineers. This role is critical in managing both routine and complex customer and technical issues, ensuring exceptional service standards and technical resolution. Ideal candidates will thrive in high-pressure environments and demonstrate a keen ability to coordinate teams effectively during peak times and standard operations.

Supervisory Responsibilities:
  • Recruits, interviews, hires, and trains new department staff alongside the NOC Manager.
  • Oversees the daily workflow of the department alongside the NOC Manager.
  • Handles all procedural/HR related items and timesheets for the department.
  • Handles all discipline and terminations of direct employees in accordance with company policy.
  • Performs other related duties as assigned.

You will be responsible for…
  • Responsible for All Intermediate and Advanced Technical Support Duties               
    • NOTE:  On average, the Assistant NOC Manager should manage no more than 10 tickets daily.
  • Responsible for the following
    • Reviewing calls from the Intermediate and Advanced Technical Support Team.
    • Hosting training sessions for the Intermediate and Advanced Technical Support Team.
    • Developing the New Hire Training guide for Intermediate and Advanced Technical Support Team.
      • Collaborate with Tech Support Team Lead for New Hire Training for Entry-Level Engineers.
    • Meeting with the Department Manager for Disciplinary discussions.
    • Understanding KPIs and contributing to their development
    • Document Management
      • Developing documentation for all Technical Support.
      • Reviewing existing documentation for accuracy and relevancy.
      • Creating any Step-by-Step Guides.
    • Training and collaborating with the Tech Support Team Lead.
  • Provides a positive outlook for SmartChoice with our customers, employees, and vendors.
Managerial Escalation Path…
  • The Assistant NOC Manager will escalate all disciplinary issues to the NOC the NOC Manager.  
  • If the issue is not resolvable by either, the Assistant NOC Manager would reach out to the CTO (Chief Technology Officer).
What education & experience you’ll bring...
  • Bachelor’s degree in Computer Science, Engineering, or related field; or a combination of education and relevant work experience
  • 4+ years of related technical experience with at least one to two years of experience managing technical teams is preferred
  • 4+ years Voice/Data Network specific experience
  • Experience managing a team of 15-30 people in a 24/7/365 environment
  • Experience with ticketing systems and ticketing software
  • Strong supervisory and leadership skills
  • Strong knowledge of LAN/WAN and data networks
  • Knowledge of cloud providers (AWS, Azure)
  • Voice over IP principles and PBX functionality (Asterisk, Cisco Call Manager, Cisco Unity Connection, Dialer, ICM, Cisco Presence. SIP, SCCP, H.323, etc.)
  • Extensive knowledge on VPN and other remote connectivity as well as Cisco switches, routers, wireless access points and firewalls
  • Experience troubleshooting Network & Infrastructure issues
  • History of Excellent Client Service Skills (communications & relationship management)
  • Strong organization, time management and ability to meet deadlines
What skills & abilities you’ll bring...
  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Excellent sales and customer service skills.
  • Excellent organizational skills and attention to detail.
  • Excellent time management skills with a proven ability to meet deadlines.
  • Strong analytical and problem-solving skills.
  • Ability to prioritize tasks and to delegate them when appropriate.
  • Ability to function well in a high-paced and at times stressful environment.
  • Proficient with Microsoft Office Suite or related software.
What we offer...
  • Competitive salary
  • Paid Time Off
  • Medical, dental, vision and life insurance
  • Flexible spending accounts
  • Gym membership reimbursement
  • Employer-matched 401(k) plan
  • Exciting company events
SmartChoice provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.  Discrimination of any type is not tolerated.

Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals.
 

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