Job description

As a Tier 2 NOC Associate, you will be responsible for providing technical support to our global client base. Our 24/7 NOC monitors and remotely troubleshoots a diverse list of hardware manufactures using standard and custom-built tools across a variety of network topologies. The NOC works with internal and external IT professionals to implement network configurations and replace hardware when necessary. As this industry diversifies and enterprises adopt new technology, it is more important than ever to develop the skill set to support and manage this technology effectively. The ideal candidate is highly energetic, self-motivated and driven to excel in cutting edge technology. A successful NOC Representative embraces working in a company with many responsibilities and opportunities to learn. In addition, this person must be willing to work flexible hours in a technology call center to accommodate our clients across the U.S.

Monitor networks proactively to identify service impacting events
Troubleshoot network connectivity issues across a wide range of networking hardware for client’s networks
Resolve connectivity problems by clarifying the customer's complaint; identifying the cause of the problem; selecting and explaining the best solution to the problem; expediting correction or adjustments; and following up to ensure resolution
Manage inbound calls, outbound calls and e-mails within a 24/7 Network Operations Center
Utilize the internal ticketing system to log all requests and activities
Adhere to NOC principles and guidelines set forth by management
Provide superior customer service by being courteous, knowledgeable, and professional
Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests
Escalate problems to the appropriate organization or external vendors as required to achieve resolution
This position has a rotating on-call requirement. Periodically throughout the year you will be expected to be on-call for remote support.

Requirements

2 years of 7 x 24 NOC experience, or equivalent experience
Previous Help Desk/Technical Call Center experience required
Advanced PC/laptop software knowledge and skills, including installation, configuration, and troubleshooting
Understanding of common Internet protocols, including TCP/IP and DNS
Strong customer service and communication skills (both oral and written) and demonstrated ability to work as a team player
Demonstrated ability to effectively manage and prioritize multiple tasks
Effective interpersonal skills for interaction with all levels of staff, clients, vendors and consultants even in stressful situations
A working knowledge of the systems, tools, and processes required to perform assigned tasks
Experience and accuracy in configuring and troubleshooting the complete line of SageNet's products and services
A working knowledge of SageNet's network architecture, including hub, server, and NMS components
Basic understanding of both Windows and Unix based platforms
Demonstrated attendance reliability through history of minimal unplanned absences
Flexibility to work any shift including holidays, weekends and nights, both on a semi-permanent or rotating basis as required
Bachelor of Science in Information Technology or any similar courses
Network+, A+, CCENT, or CCNA preferred
Cisco CCNA certification
NSE4 Fortinet