Offer summary

Qualifications:

Experience with Netsapiens is essential., Knowledge of network architecture, protocols, and standards., Understanding of LAN/WAN environments and network security protocols., Ability to diagnose issues and communicate effectively with clients and team members..

Key responsibilities:

Manage telephony and data services, including VoIP support.

Use ticketing platforms to track and resolve client issues.

Collaborate with team members to share knowledge and improve skills.

Maintain documentation and keep clients informed of progress.

Job description

This is a remote position.

The NOC Technician is a key part of a team that is responsible for the overall coordination and control of all telephony and data related services and provisioning of VoIP and Data support to internal staff and clients. The NOC Technician will be empowered to leverage the client’s ticketing platform and dashboards to manage their ticket queue and will work in a team environment to enhance their knowledge. The NOC Technician will ensure to be a reliable resource and share knowledge with their fellow colleagues by facilitating either one on one or group training based on something they’ve learned or see others struggling in. Strive for success in quickly resolving client and internal issuesinquiries. Escalate when necessary and schedule training on topics you’re not confident in or want to learn more of. Hunger to learn more from peers and others who are willing to share their knowledge.

Ability to diagnose issues based on gathered information from clients.
Demonstrate and communicate attentively and patiently with clients and peers.
Embody the client’s brand by building productive relationships built on trust, patience and results with internal staff, customers, and vendor partners.
Be part of developing an indepth knowledge base for our client’s technical infrastructure, culture, and communication preferences.
Keep customers frequently updated and informed of progress, changes and solutions in a timely and effective manner that exceeds expectations and is in alignment with our internal SLA standards.
Maintain client specific documentation in client’s systems according to standards and specifications
Respect the client’s time and that of your team by efficiently exploring solutions and escalating when appropriate.
Selfmotivated to solve the issue and can act independently to prioritize and manage multiple client issues at a time.
Willingness to learn and demonstrate a commitment to personal development by seeking out training opportunities and actively learning from teammates.
Flourish in a fastpaced, deadline driven environment with teammates who are results oriented and fast thinkers.
Seek to overcome challenges and accept failure as an opportunity for improvement.