NOC Engineer I

United Data Technologies• TN, US, TN

11d•Hybrid

About The Position

The NOC Engineer I will provide first-level technical support and services, 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 workstations, servers, printers, and vendor-specific hardware and software, especially concerning network connectivity. This position leads Network Operation Center (NOC) support, service operations, quality control, performance resolution, and hardware/software installation and maintenance within Service Level Agreements to ensure services and support are met and delivered consistently to clients. The NOC Engineer I is also responsible for proactive monitoring, hardware and software trending, scheduling follow-ups, reporting, and registering incidents/requests communicated by 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. 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.
Proficiency in MS Office Suite.

Nice To Haves

A bachelor’s degree in information technology or business is preferred and/or a combined technical certifications and job experience is required.
A current Cisco CCENT or CCNA certification is preferred
A current Fortinet FCE or FCA (NSE 3 or NSE 4) certification is preferred
Certifications such as ITIL Foundations or other equivalent technical certifications is preferred.
Any other certifications or professional development units (PDUs) are a plus.

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