NOC Technician 2

About CIS: Founded in 2008, CIS has evolved to meet the needs of our customers and emerging technologies. Our journey from engineering routing and customer support to offering a holistic solution set has made us a leader in IT network management, delivering flexibility, capability, and agility.

Our core values guide us in providing our customers with the best possible service. At CIS, we are committed to excellence, believe in our people, think ahead, and are diligent in our work.

• Committed to our customers, transparency, and delivering outstanding value and outcomes with every engagement.
• Believe in our people, the human resources behind the technology and processes we've built, as our most valuable asset.
• Think ahead about how technology will change and how enterprises will use it. We proactively anticipate problems and challenges, communicate effectively, and remediate promptly.
• Diligent about details, processes, and quality. We focus on the small stuff so our customers can stay focused on the big stuff without worrying.

Are you looking to advance your career in a challenging and rewarding environment? If you have experience in network operations and are ready to take on more responsibility, the NOC Technician 2 role at CIS might be what you're looking for.

How Will You Contribute to the Company?

As a NOC Technician 2 at CIS, you will play a crucial role in maintaining the reliability and performance of our network operations. You will serve as the secondary line of support, assisting with more complex technical issues that Tier 1 technicians escalate. You’ll work closely with field support teams (FSTs) and other technical resources to resolve issues, perform equipment swaps, and manage the turnup of new installations.

What Will You Do?

Tier 2 Support:

• Secondary Line of Support:
  • Act as the secondary line of support, handling more complex issues that are escalated from Tier 1 technicians.
• Queue Management:
  • Primarily work within the Tier 2 support queue but remain available to assist with Tier 1 issues when needed.
• Phone Support:
  • Provide technical support over the phone to resolve customer issues effectively.
• Field Support Team (FST) Coordination:
  • Collaborate directly with Field Support Teams, including ISPs, clients, or CIS technicians, ensuring smooth check-ins and check-outs during support operations.
• Break-Fix and New Install Turnups:
  • Manage and resolve break-fix issues and oversee the turnup of new installations.
• Equipment Swaps and Advanced Troubleshooting:
  • Perform equipment swaps and have higher-level access to carry out advanced troubleshooting tasks, including remote access to equipment and limited configuration updates, such as WAN IP changes.
• Dispatch and Equipment Requests:
  • Submit dispatch requests for on-site support and handle equipment replacement requests for non-ISP equipment.
• Billing Discrepancies:
  • Identify and submit discrepancies in billing for resolution.

Branch Test and Turnup:

• Turnup Projects:
  • Take primary responsibility for turnup projects, ensuring successful implementation and operation of new network installations.
• Tier 2 Support Role:
  • When not assigned to turnup projects, provide Tier 2 support, performing the same responsibilities and having the same access as other Tier 2 technicians.

Minimum Qualifications:

• 2 years of experience in a technical support or NOC role.
• Strong knowledge of networking principles, including TCP/IP, DNS, DHCP, and related protocols.
• Experience with remote access and network troubleshooting tools.
• Excellent communication and customer service skills.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• High School diploma, general education degree, or equivalent.

Preferred Qualifications:

• Certifications in networking (e.g., CompTIA Network , Cisco CCNA, Fortinet, Palo Alto).
• Experience with configuration updates and equipment swaps.
• Familiarity with ISP operations and equipment.
• Previous experience in a Tier 1 or similar role within a NOC environment.

What We Offer:

• A dynamic and collaborative work environment.
• Opportunities for career advancement and professional development.
• Competitive salary and benefits package.
• The chance to work on challenging projects and make a significant impact within a growing company.