Junior NOC Engineer

Global Data Systems Inc•Lafayette, LA

3d•Hybrid

About The Position

The Junior NOC Engineer provides basic level contributions to internal and external customer-impacting service requests, problems, and incidents during shift/rotation. Works 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). Serves as a primary point of contact for communication between internal and external stakeholders regarding ongoing problems, initiatives, and projects. As part of GDS’s evolution into a Managed Intelligence Provider (MIP), this role also builds working awareness of AI-driven (AIOps) monitoring, automation, and security-first practices that support intelligence-led service delivery.

Requirements

Associate’s degree and two years of technology-related experience working with personal computers, routers, switches and/or related networks; two 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.
CompTIA Network+
CompTIA A+

Nice To Haves

HPE Green Lake foundational credential or equivalent — preferred.
Aruba (HPE) Certified Switching Associate (ACSA) or equivalent — preferred.
CCT Collaboration
SAS Introduction
CCT Data Center
Meraki ECMS1
CCT Routing and Switching
Cradle point Network Associate

Responsibilities

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 tickets.
Provide remote and/or field implementation and support services as designated in service requests, problems, and/or incidents.
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.
Participate in intermediate and advanced-level technical troubleshooting and act as an escalation resource for the Level 1 Technician.
Ensure that required communication with customers regarding outages, updates, status changes, etc. are performed appropriately.
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 and activities in approved software (ConnectWise) and ensure all activity time is properly and thoroughly documented.
Successfully communicate technical concepts to both technical and non-technical audiences.
Ensure the timely and effective resolution of customer issues 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.
Develop and maintain product procedures for use and solving problems of a hardware and software nature.
Train new team members on proper operations of GDS products, troubleshooting techniques, customer interactions, etc.
Ability to prioritize tasks based on workload.
Educate internal and external users in the use of GDS offerings.
Assist with AI-driven/automated monitoring and alerting workflows, escalating anomalies surfaced by AIOps tooling for resolution.
Apply a security-first mindset in day-to-day ticket handling, following established controls and escalation paths.
Performs other duties as assigned.