Network Operation Center Support

Job Summary:

We are seeking a dedicated Network Operation Center Support to join our team at Staff4Me. As a NOC Support, you will play a crucial role in ensuring the smooth operation of our network infrastructure and provide technical support to our clients. The ideal candidate should have a strong understanding of network protocols, troubleshooting methodologies, and possess excellent communication skills. If you are a detail-oriented individual with a passion for providing exceptional customer service, we invite you to apply for this exciting opportunity.

Key Responsibilities:

• Provide real-time assistance to T2s and handle escalated calls for offline devices when all Senior NOC agents are unavailable.
• Proactive Network Monitoring
• Nagios Alerts monitoring – Hosts and Services.
• Meraki dashboard and alerts monitoring.
• Create a ticket and initiate contact to sites to troubleshoot and resolve Proactive monitoring cases.
• Notify properties of offline/down equipment through calls and/or email and provide options to send a technician to resolve or replacement if unable to troubleshoot.
• Contact properties to get approval for dispatches and hardware replacement through calls and emails.
• Create, assign, and handle tech dispatches.
• The scope of work will determine the amount of time needed to work with the technician/s
• Team member notifies the customer of the dispatch schedule and ETA.
• Work with Tech Dispatches related to:
• Troubleshoot/Recover Offline devices.
• Install Replacement Devices. Configure replacement device from factory default, have the device installed in the network and test connection over.
• Install SOHO/Temporary Router
• Initiate Return Merchandise Authorization (RMA), follow up and close of faulty materials/hardware. This is done through support call, chat, and email.     
• Update Follow up and Refused to Troubleshoot tracking spreadsheets.
• Run, follow up and complete P.I.C (Post Installation Check)
• Complete the following tasks after running the P.I.C.
• Add all installed equipment to the database. This is done by exporting data into an excel file and be imported into the database.
• Install NMS package which is being used to monitor installed devices.
• Install/setup Splash page.

Requirements

1. Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.

2. Minimum of 1 year of experience in a Network Operation Center or similar role.

3. Strong understanding of network protocols, including TCP/IP, Meraki Dashboard, DNS, DHCP, and routing protocols (BGP, OSPF).

4. Solid knowledge of network troubleshooting methodologies, tools, and equipment.

5. Excellent communication and interpersonal skills with the ability to communicate technical information effectively to both technical and non-technical individuals.

6. Ability to work well under pressure, prioritize tasks, and manage multiple incidents simultaneously.

7. Proactive mindset with the ability to anticipate potential network issues and take preventive actions.

8. Certifications such as CCNA, CompTIA Network+, or equivalent are preferred.

Working Conditions:

1. This role may involve working in a 24/7 shift-based environment.

2. Flexibility to work on weekends and holidays may be required.