Key Facts

Remote From:

Full time

English

Hard Skills

Netskope Network Troubleshooting Telephony Internet Protocol Telephony Internet Protocol Telephony Network Security Analytical Dashboard Computer Telephony Integration Escalation Procedures Local Area Networks Telephony Network Architecture Internet Standard Network Protocols Issue Management Data Distribution Services Customer Relationship Building

Other Skills

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Time Management
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Teamwork
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Mentorship
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Verbal Communication Skills
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Willingness To Learn
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Self-Motivation
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Problem Solving

Roles & Responsibilities

Experience with Netsapiens is a must
Familiarity with network architecture, protocols, and standards
Familiarity with LAN/WAN environments
Understanding of Network Security protocols and procedures

Requirements:

Coordinate and control telephony and data-related services, provisioning of VoIP and Data support to internal staff and clients, and manage ticket queues using the client’s ticketing platform and dashboards
Diagnose issues based on information gathered from clients and communicate attentively with clients and peers
Maintain client documentation and contribute to a knowledge base; keep customers updated on progress in alignment with SLA
Escalate issues when necessary, provide or coordinate training, and prioritize multiple client issues in a fast-paced, results-driven environment

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 issues/inquiries. 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 in-depth 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.
Self-motivated 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 fast-paced, deadline driven environment with teammates who are results oriented and fast thinkers.
Seek to overcome challenges and accept failure as an opportunity for improvement.

Requirements

Experience with Netsapiens is a must!
Familiarity of network architecture, protocols, and standards.
Familiarity of LAN/WAN environments
Understanding of Network Security protocols and procedures
SIP Hosted and Trunking Solutions (Adtran, EdgeMarc, and Netsapiens)

Benefits

Paid Leaves & Birthday Off: Take time when you need it, and convert unused leave into cash! Plus, enjoy an extra day off on your birthday.
Comprehensive Health Insurance: Coverage starts from day one and extends to one dependent.
Performance-Based Salary Increase: Enjoy a raise after regularization
Annual Salary Adjustments: We recognize long-term commitment with yearly salary increases.
Employee Recognition: Be rewarded for your hard work with incentives and recognition.
Engaging Team Activities: Join in on Family Days, Summer Splash, and other fun events that strengthen the iReply community.