NOC Engineer I

United Data Technologies•Miramar, FL

2d•Hybrid

About The Position

UDT is a national technology solutions provider that modernizes, connects, secures, and manages technology environments for commercial enterprises, state and local governments, and educational institutions. The trusted advisor to many of the nation’s top K-12 school districts and corporate leaders across a spectrum of industries including hospitality, health care, financial services and more – UDT offers one of the most robust suites of customizable, end-to-end technology solutions in the industry. With a portfolio that spans IT managed services, endpoint lifecycle solutions, cybersecurity, networking, computing, cloud, connectivity, and voice services, UDT helps clients align technology with their most important business priorities – empowering insight-driven IT strategies that accelerate innovation, streamline costs, and reduce risk. Founded in 1995 and headquartered in Miramar, Florida, UDT has more than 400 professionals nationwide and growing operational facilities in Florida, Tennessee, Texas, and South Carolina. For more information, visit udtonline.com. This is a full-time office-based position, located Orlando, Florida Applicants must reside within daily commuting distance Orlando, FL NOC I Engineer Summary NOC Engineer I will provide first level technical support and services and is responsible for analyzing, installing, configuring, maintaining and repairing network infrastructure and application components. Responsibilities also entail support for IT Service Management technological equipment and software including but not limited to: workstations, servers, printers, and vendor specific hardware and software especially where related to network connectivity. This position is responsible for leading the Network Operation Center (NOC) support, service operations, quality control, maximized performance resolution, hardware and software installation and maintain within Service level Agreements to ensure services and support are being met and delivered in a consistent manner to clients. The NOC Engineer I is also responsible for the proactive monitoring, hardware and software trending, scheduling follow-ups, reporting and registering of incidents/requests communicated by the clients.

Requirements

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 UDT, 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.
Proficiency in MS Office Suite.

Nice To Haves

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.

Responsibilities

Responsible for resolving and supporting within the NOC via remote control solutions and on-site client support of low/medium complexity incidents (pertaining to but not limited to: WAN and LAN connectivity, routers, firewalls, and security) as well as service requests, perform escalations, generate daily tickets for the services and support provided.
Support disaster recovery solutions and executes Severity/Crisis Management process with communication to IT department, and other departments including management, vendors and clients during a planned or unplanned outage.
Informs management and key client personnel of operational and procedural deficiencies when encountered during shifts or from problem management issues.
Performs remote access solution implementation and support (VPN, Terminal Services, and Citrix), remote monitoring and management of system alerts/notifications, proactive services and support by investigating, tracking, monitoring and document all departments/sites for nonfunctioning devices, perform repairs and routine maintenance of hardware and software, scheduling and documenting all support activities, completion of ticket registering daily which includes the following but not limited to escalations, resolutions and departmental/customer follow ups.
Provides support on escalated client communications and ensures a rapid decision response, perform investigative analysis while providing accurate, thorough answers in a timely manner to customer inquiries.
Interface with client’s executives, technical representatives, other technology services department/personnel, UDT partners, and all levels of UDT employees to ensure that operational procedures, accurate escalation processes, timely document registration within UDT’s Professional Service Automation (PSA) tool and status updates are performed and streamline workflow is maintained to ensure customer satisfaction.
Works with clients/vendors to resolve technical problems in the most effective and expeditious manner, collaborate to implement practices to improve operations.
Collaborates with management in the implementation of programs incorporating changes to methods, systems and procedures.
Participate in discovery sessions with prospects and customers to gather and understand their technical and functional requirements.
Maintain satisfactory consistent resolution of customer service level agreements and improve customer service, perception, and satisfaction
Work with the Service Desk Dispatcher to ensure requests are routed/escalated to the proper resource in a consistent manner
Responsible for entering all work as service tickets, time and expenses in UDT’s Professional Service Automation (PSA) tool
Design and deploy company LANs, WANs, and wireless networks, including servers, routers, firewalls, load balancers hubs, switches, UPSs, and other hardware
Configures, tests, and maintains LAN/WAN equipment and related services
Identifies, diagnoses, and resolves network problems
Architecting, creating, managing and maintaining Network, Server and PC health for clients (as defined by SLA)
Managing existing and deploying new system configurations, including Windows Server, Virtualization Systems, Mobile Devices, Mobile Platforms and Desktops (Windows and MAC)
Provide formal corporate communications on directional changes or changes that will impact existing services
Select and implement security tools, policies, and procedures in conjunction with the company’s security team
Monitor and maintain all levels of network security internally and externally
Create and maintain comprehensive documentation for all implemented networks