First Line Support NOC Engineer

Somos•Atlanta, GA

3d•$59,850 - $62,850•Hybrid

About The Position

XConnect provides a trusted global registry of network and subscriber information, based on privacy compliant phone number data including number portability, to optimize global communication services. XConnect delivers carrier-grade services to operators globally, including MNOs, business messaging (A2P) hubs, aggregators, carriers and interconnect providers. These services are used for voice and messaging routing, fraud protection and to identify and validate insights. They also support the deployment and evolution of next-generation communications, such as VoLTE and RCS. XConnect’s Number Information Services are accessed through its global distributed hybrid cloud platform using simple, secure, scalable real-time protocols and APIs.

Requirements

Ability to look at simple and complex network environments to troubleshoot any number of problems including, but not limited to, firewall issues, Windows Active
Maintains cooperative working relationships with staff members, a good team player
Detail-oriented and organized
Excellent written and oral communication skills
Ability to take and provide direction
Familiar with IT Service Management concepts, practices, and procedures
Working knowledge of Microsoft Windows, operating systems
Working experience in a Managed Services Provider

Nice To Haves

Technical certifications
Undergraduate Degree
Technical support: 2+ years
2+ years troubleshooting networks
Hands-on experience diagnosing and resolving TCP/IP, DNS, DHCP, and VPN issues
Ability to speak additional languages is a plus

Responsibilities

First line customer support (part of a 24/7 team)
Basic trouble ticket analysis of customer problems and either resolve or escalate as appropriate
Monitor XConnect systems and services to ensure 100% service is maintained and raise the alarm if there is any alert
Provide internal and external daily reporting to senior management
Be available to work directly with customers looking for live assistance
Manage the trouble ticket queue and priorities workload effectively
Document and catalogue any system changes performed
Conduct detailed SIP log analysis
Interface with the Routing and Sales teams to provide quick resolutions to complaints
Open tickets with suppliers at fault and work with them to resolve issues
Interface with Engineering, Systems and Development teams to escalate customer faults and follow through for resolution
Primary resource for global customer notifications
Perform other duties of a similar nature or level