What are the responsibilities and job description for the NOC Technician position at Scientel Solutions LLC?
The Scientel Solutions NOC is staffed 24x7x365 and is responsible for monitoring the network, performing troubleshooting, interfacing with the customer, leading the incident/problem management process, and ensuring timely resolution to issues. Network Operations Technicians are responsible for monitoring systems to ensure that devices are operating as intended and document findings. Technicians will perform Tier 2 troubleshooting, escalation, incident management, and problem resolution. They will assess impact and urgency of alerts, manage ticket lifecycle, and engage the appropriate support teams, if needed. The Network Operations Technicians will need to respond to escalated issues and provide support for networking technologies such as routers/switches/hubs, firewalls, and TCP/IP protocols. The position will be expected to interact heavily with various customers, both internal and external, to promptly resolve issues ensuring customer satisfaction, and SLAs are adhered to. They act as a vital link between the customer, equipment, and the Tier I and Tier 3 functions of the NOC. Technicians provide technical assistance and prioritization to the assigned NOC shift ensuring completion of daily tasks and workflows.