Network Operations Center Engineer

The NOC Engineer I is responsible to support CLIENT Service Provider customers with engineer level support for all services CLIENT offers. Working directly with UD customers via multiple channels, the NOC Engineer I will provide high levels of customer service through quick and accurate inbound/outbound communication with customers and 3rd party vendors to resolve support needs timely. The NOC Engineer I is also responsible for the proactive monitoring of the CLIENT network, hardware, and related services. Providing proactive communication to monitoring alerts and managing 3rd party vendors and onsite CLIENT resources to restore impacted services expeditiously and within defined SLAs.

Responsibilities

• Provides engineering level technical support to CLIENT customers via phone, email, and ticketing system.Interacting with customer leadership, technical representatives, other technology services department/personnel will provide high levels of customer service through each interaction and escalates needs requiring a more advanced level of knowledge to the appropriate NOC resource or specialized engineering department.
• Will utilize proactive monitoring tools to identify network failures.Upon identification, proactively contact the customer, and provide continuous updates to the customer through the resolution. Will manage and dispatch CLIENT resources and 3rd party vendors to identify and restore services.
• Utilizes active listening when engaging with customers to identify causes to complex issues. Uses the information gathered to accurately and consistently document customer interactions and next steps in a ticketing system to track progress and to enable effective Root Cause Analysis of reported issues.
• Takes ownership and manages multiple high-profile customer needs. Proactively applies lessons learned, identifies trends, and provides solutions that drive CLIENT, underlying vendors, and management resources towards thorough resolutions.
• Seeks continuous education and training of new and existing services, support policies, and customer requirements to stay up to date and appear professional and knowledgeable when interacting with customers.
• Will openly collaborate with team members to address emergency situations. Actively participates in customer investigations and triage by reviewing network reports, grooming data, and presenting findings up through the NOC leadership structure.
• Creates and submits knowledge base articles and standard operating procedures for review. Seeks and shares knowledge with all team members. Ensures CLIENT knowledge bases contain current and relevant data at all times and reports articles that need review.

Perform "on-call" duties as required; responding to certain types of after-hour customer issues or escalations from team members either through monitoring or voice communication.

• Will participate in upgrading customer environments to ensure secure and optimal network performance.
• Other duties as assigned.

Qualifications & Experience

• Must be extremely customer and team focused. Willing to put the customer first and ensure they are engaged regularly. Be a productive, educated, advocate for the team and CLIENT, utilizing your past experience to provide the highest quality support possible.
• 2 years of experience in local area networks, internet connectivity, or internet security appliances.
• 2 years of experience supporting routers, switches, or wireless access points.
• 2 years of experience with DNS, SMTP, SNMP, …..
• 4 years of hands on/phone support work experience in a technical support or NOC role.

3 years of working and documenting customer needs in a ticketing system. ConnectWise or similar is a plus.

• Experience with voice technology like PBX, VoIP, POTS, or PSTN preferred.
• Demonstrated ability to manage multiple demanding activities in a high performing department, resolving multiple complex engineering items through interactions with team members, phone calls, ticketing system and e-mail.
• Proficiency in MS Office Suite.

Education

• A bachelor’s degree in information technology or business is preferred and/or a combined technical certifications and job experience is required.
• A current Cisco CCENT or CCNA certification is preferred
• A current Fortinet FCE or FCA (NSE 3 or NSE 4) certification is preferred
• Certifications such as ITIL Foundations or other equivalent technical certifications is preferred.
• Any other certifications or professional development units (PDUs) are a plus.

Travel

• Must be able to travel as needed to Corporate Headquarters in Miramar FL or customer locations as requested