USA - Utah

NOC Technician

Position Title:  NOC Technician

Classification: Non – Exempt

Reports To:  Program Manager

Working Hours:  Required to work on rotational shifts {24*7 support operations}

Summary/Objective:  The role of the NOC Engineer is to respond to Alerts in monitoring Tools and act as the customer’s point of contact for reported problems and troubleshoot problems to resolution. This will involve working on trouble tickets and alerts generated from the monitoring tools having basic knowledge in Networking data and voice infrastructure.

Essential Functions:

  • Monitoring alerts in Monitoring tools, create ticket in the ticketing tool and do basic triage to troubleshoot the alerts
  • Document the ticket on troubleshooting steps and escalate to L2 teams for resolution with in the defined SLA
  • Use extensive knowledge of the Data and VOIP Network basics for providing resolution
  • Initiate ping and trace routes, analyze availability and performance metrics as applicable
  • Work from CLI, GUI and/or CMD prompt interface to resolve customer issues
  • Having knowledge in ITSM tools and ITIL process
  • Having knowledge in Monitoring tools for Network/VOIP/Sever level monitoring

 

Other Functions:

  • Functional knowledge of incident handling for IT related issues.
  • Understanding of IP networking protocols: IPv4/6, TCP/UDP, DHCP, HTTP, FTP, etc.
  • Strong analytical troubleshooting and problem-solving skills.
  • Understanding of Network, Windows/Linux systems
  • Contribute knowledge to document and create SOP as applicable
  • Support team by working standby and various shifts as needed
  • Opens trouble tickets as needed when customers call in with technical problems

 

Work Environment/Physical Demands: 

  • Discussing trouble-ticket activity and incidents in face-to-face meetings with team management
  • Prolonged sitting at a desk in a supportive office chair.
  • Typing incident notes, compiling reports and troubleshooting incidents to resolution

 

Required Education/Experience and Competencies:

  • High school diploma or equivalent
  • ASCS or BSCS degree or equivalent, is desired
  • CCNA or equivalent required
  • 1 – 2 years of NOC experience in a Global NOC platform (or equivalent)
  • Knowledge of Windows/Linux and Data and VOIP Networking
  • Willingness/ability to work overtime to support customers
  • Telephone communication skills; remain empathetic and courteous while speaking to customers about frustrating, complicated IT problems
  • Good written communication skills; type updates to trouble tickets to include detailed troubleshooting comments and details; must demonstrate close attention to detail

NOC Admin

Position Title:              NOC Admin

Classification:              Exempt

Reports To:                  Program Manager

Working Hours: Required to work on rotational shifts {24*7 support operations}

Summary/Objective: The NOC Admin supervises the shift for the alerts received to ensure the alerts are acknowledged on time and ensure it is resolved as per the scope of support for CSS Corp customers. This position demands superior communications skills and conflict resolution skills.

 

Essential Functions:

  • Maintain proficiency as a NOC Admin
  • Supervise the day-to-day functions of the assigned monitoring team, set schedule, handle staffing requests
  • Generate report as applicable for analysis and follow up on open tickets
  • Coordinate with vendors
  • Knowledge in the areas of routing, switching, IpSec, VPN and VLAN’s
  • incident resolution provide liaison between CSS and Client during incident follow-up meetings
  • Resolves conflicts on the team, with other teams and with customer
  • Conduct periodic trainings for the team to become proficient in technical skills; conduct remedial training as needed
  • Trouble-shoot problems to the point of failure; resolve the complaint or escalate
  • Open trouble tickets and respond to trouble tickets opened via ITSM tool
  • Manage customer expectations
  • Monitor trouble tickets and assure response time compliance to SLA
  • Provide data recovery support on shared drives
  • Maintain proficiency in an MS Windows and Linux OS, VOIP and Data Networking
  • Support customer-specific software and applications or, other production software
  • Support customers with IT Service Desk which offers more hands-on support than a help-desk
  • Escalate problems when further assistance is needed, or fault isolation is at a stand-still

 

Other Functions:

  • Supervise Monitoring functions and recommend changes in threshold settings
  • Validate user accounts and monitoring employee terminations in the Tools as applicable to customer infrastructure
  • Validate Customer contact information User accounts and alert profiles based on the thresholds
  • Advise on requirements and end device security concerns as applicable to customer tools
  • Coordinate for upgrades and patch updates
  • Provide Metrics and Reporting (Weekly/Monthly Events/Alerts, Availability, Capacity)
  • Prepare and submit status reports, and technical briefs, as required, to senior management and customers.
  • Provide technical expertise at NOC meetings, as well as planning and scheduling meetings as required.
  • Develop, revise and update procedures.
  • Provide technical based supervisory oversight of assigned networking staff.

Work Environment/Physical Demands: 

  • Discussing trouble-ticket activity and incidents in face-to-face meetings with team management
  • Typing incident notes, compiling reports and troubleshooting incidents to resolution
  • Work in a NOC Monitoring setup
  • Prolonged sitting at a desk in a supportive office chair.
  • Handle the requests over Ticket/Email/Call and managing the customer expectations

Required Education/Experience and Competencies: 

  • high school diploma or equivalent is required
  • ASCS or BSCS degree or equivalent, is desired
  • BS CS degree, or equivalent, is desired
  • 1 – 2 years of help desk experience in a call center environment (or equivalent) is required
  • IT Certifications: A+, Network+, MCP, CCNA or other certifications are desired
  • Willingness/ability to work overtime to support customers, as needed
  • Telephone communication skills; remain empathetic and courteous while speaking to customers about frustrating, complicated IT problems
  • Manage emotions and do not take customer complaints personally
  • Excellent time management skills, be accountable for and properly work time and break time
  • Good written communication skills: type updates to trouble tickets to include detailed troubleshooting comments and details; must demonstrate close attention to detail
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