NOC Technician

Permanent
USA - Utah
Posted 5 months ago

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

Job Features

Job CategoryEngineering & Testing
DepartmentCIS-US-UTAH
OfficeCSS Corp - Utah (Slash)
LocationDraper, UT, 84020, United States

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