Daily duties and responsibilities include: Assisting customers who are experiencing any procedural or operating difficulty. Complex and/or high priority problems may be elevated to specialized support groups for resolution when needed, but the NOC Engineer is responsible to ensure that an effective solution is provided to the user.
The NOC Engineer position also has the following responsibilities:
· Ensure a knowledgeable, consistent, and positive experience for our customers
· Able to work with customers via phone and/or email.
· Good work habits under pressure.
· Troubleshoot problems, answer questions, teach or instruct customers regarding the various questions/problems they present.
· Provide first level of contact and create a ticket for each call.
o Update tickets with appropriate troubleshooting steps completed.
o Close tickets with resolution entered upon completion of the job.
o Follow appropriate escalation procedures.
· Determine the most effective manner to resolve customer's technical issue. Engage in research and in-depth troubleshooting to resolve technical issues.
o Consult with Specialist when necessary.
· Participate in additional training to increase knowledge and be able to assist with more complex issues
· Resolve escalated Help Desk or Monitoring tickets in a timely manner.
· Grow your knowledge of NOC procedures and services.
· Identify and escalate situations requiring urgent attention.
· Responsible for making correct configurations on firewalls, switches, and gateways.
· Knowledge of wireless network deployments.
· Ability to work independently and in a team setting.
· Additional tasks as assigned by Supervisor
Requirements
· Completion of all training modules
· Knowledge of advanced Networking protocols
· Previous experience in a related job field a plus
This position requires a highly motivated individual willing to work as part of a team in an exciting, fast-paced environment. Providing excellent customer service and maintaining a high level of professionalism at all times is expected. A proven track record of punctual and consistent attendance must be provided. Flexibility in scheduling is a must; evenings and weekends.