Coordinator, NOC (Level 2 Support)

Interface Security Systems • Torrance, CA

269d

About The Position

The Level 2 Network Support Coordinator position exists within Interface System's Managed Network Operations Center, which is focused on providing enterprise-scale network customers with a world class support experience. Interface provides this portfolio of customers with a diverse bundle of managed communications, networking, and security solutions. Those managed solutions include Internet, Phones, VPNs, WiFi, integrated backup, LAN switching, security alarm monitoring, and video services. This role engages with those customers and technologies directly. The Level 2 Network Support Coordinator role is designed to meet these customer's unique business and technology support needs for the enterprise managed network services bundle. This primary responsibility of the Level 2 Network Support Specialist is to play a key role in enabling a seamless customer-driven support experience for the complex networks. The chief duties of this role are to manage expedient resolution of all associated voice/data network service impairments. The Level 2 team members are required to be OSI model and network fault isolation experts and are required to have extensive experience with IP-based Voice/Data network configuration, delivery, or support knowledge. This role acts as the primary endpoint for technical escalation and fault isolation for customer network-driven events, immediately prior to engaging engineering resources from within the network organization. This role also engages directly with customers as required therefore must have exceptionally strong written, oral, and customer communication skills. Level 2 Network Support Specialists are required to provide real-time network support through various channels including ticket management applications, email, chat, and phone. Key day to day functions include supporting network incidents that could not be resolved by the Level 1 support teams. Those cycles range in size and complexity; including everything from single site device and connectivity diagnosis to broad scale network faults and complex configuration changes. Among other platforms and technologies supported, router and Ethernet switch support, IP and SIP-based voice platforms, managed VPNs, WiFi, and integrated backup solutions are the most common areas of support focus. A wide range of network architectures, equipment, and access types are supported; ie. Cisco, Fortinet, & Meraki equipment platforms, IP-based VoIP and SIP solutions, a wide range of access types [from xDSL/Cable/T1 and 4G/5G to Optical], proprietary VPN configurations, and back-up network solutions.

Requirements

• Bachelor's Degree or equivalent experience required.
• Minimum of 1-2 years of practical experience with a technology service provider.
• Very strong working knowledge and practical application of the OSI Model.
• Experience working within a technology delivery or support operation.
• Knowledge of data networking, including TCP/IP, UDP/IP, ICMP, DNS, VPN, routing, bridging, and switching.
• Experience troubleshooting voice over IP (VoIP) services.
• Strong written and verbal communications skills.
• Ability to work independently and manage priorities effectively.
• Possess strong diagnostic and fault isolation techniques.
• Proficiency with all primary Microsoft Office and related software applications.
• Working knowledge with surveillance monitoring tools such as Solar Winds (Orion), Icinga, FortiMonitor.

Nice To Haves

• Certifications related to IT/Network technologies.

Responsibilities

• Lead and manage practical and highly effective technical communication cycles; both verbal and written.
• Effectively engages with a diverse internal and external audience.
• Execute and/or guide logical network fault isolation processes.
• Build and maintain enterprise-level client relationships.
• Effectively operate within a fast-paced environment and proficiently negotiate demanding client requirements.
• Maintain contractual Service Level Agreements and conduct root cause analysis.
• Recognize, identify, and prioritize support incidents.
• Work with cross-functional teams to drive expedient fault isolation diagnosis & resolution.
• Provide the primary organizational interface to the customer Managed Network Operations Center to Network Engineering.
• Support trouble ticket escalations as needed from Level 1.
• Maintain a thorough understanding of Internet network fundamentals.
• Manage or assist on assigned projects and program components.
• Respond to inquiries from staff, administrators, service providers, site personnel and outside vendors.
• Analyze open cases and/or chronic locations for troubleshooting network services.
• Proactively identify and manage problem management.
• Work schedule flexibility, weekend and off hours support as required.

Benefits

• Equal Employment Opportunity employer.
• Support for applicants with disabilities during the application process.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Specialty Trade Contractors
• Education Level: Bachelor's degree