What are the responsibilities and job description for the NOC Engineer 4 position at Global Data Systems?
POSITION SUMMARY
The NOC Engineer 4 role provides expert level contributions to internal and external projects, engagements, and incidents while working independently, as well as, with other engineers and support vendors to implement technology, diagnose problems and bring about successful resolution within designated Service Level Agreements (SLAs), Scopes of Work (SOWs), and / or Standard Operating Procedures (SOPs).
ESSENTIAL DUTIES AND RESPONSIBILITIES
The essential functions include, but are not limited to the following:
• Available to work irregular hours and provide on-call support, to include nights, holidays and weekends remotely and/or onsite at local Global Data Systems’ office and/or customer premises.
• Independently resolve assigned / escalated tickets.
• Provide remote and/or field implementation and support services as designated in an engagement/project.
• Maintain and support designated environment(s) infrastructure based on latest advanced technologies and methodologies.
• Provide and sustain exceptional customer service to internal and external customers; communicate appropriately and professionally with customer designees.
• Stay current on industry best practices.
• Provide reports for internal and external use as directed.
• Participate in the development of assigned Customer Reviews.
• Manage assigned tickets, activities, projects in approved software (ConnectWise) and ensure all activity and project time is properly and thoroughly documented.
• Ensure the timely and effective resolution of customer issues represented by tickets on various Operations ticket boards and in accordance with various SLA obligations.
• Ensure assigned tickets are documented thoroughly to reflect time and work required for implementation or resolution of issue.
• Participate in Operations meetings for departmental, process, and project planning.
• Create / maintain SOPs (Standard Operating Procedures) as it pertains to the troubleshooting and configuration of customer / GDS managed equipment.
• Follow all GDS Change Management processes and procedures.
• Provide training and knowledge transfer to the team as needed and directed.
• Performs other duties as assigned.
MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)
• Associate's degree and ten years of technology-related experience working with personal computers, routers, switches and/or related networks; seven years of demonstrated customer service experience; OR an equivalent combination of education and experience.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• In order to perform this job successfully, it is preferred that an individual has knowledge of Contact Management systems; Database software; Internet software; Spreadsheet software and Word Processing software.
• Strong analytical and problem-solving skills to resolve operations issues.
• Must be able to effectively communicate, both verbally and in writing.
• Must demonstrate the ability to multi- task in high stress situations while working in a fast-paced environment.
• Must be able to work with minimal supervision both alone and within a team environment.