NOC Engineer

Job Title: NOC (Network Operations Center) Engineer

We are seeking a self-motivated and high-potential NOC Engineer to join our innovative and dynamic team. As a NOC Engineer, you will have the opportunity to provide exceptional service to our diverse range of clients in industries like Commercial, Healthcare, Financial, Education, and Public-sector.

Responsibilities:
•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.

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