NOC Engineer - Overnight Shift

Avaya • Washington, DC

292d

About The Position

The hours for this role will be from 10 pm - 8 am Saturday - Wednesday. The Network Operations Center (NOC) is tasked with monitoring internal/customer network components, perform troubleshooting for incidents as needed and in charge of ensuring that customer product services, software and applications related works properly. We are a team oriented, and results driven NOC with a drive to work collectively to meet the needs of our customers efficiently and effectively. To be successful in this role you will have attention to detail, be a self-starter, fast learner, and possess a strong interest to grow in the Networking/Systems/Engineering Information Technology fields.

Requirements

• Customer service oriented with attention to detail.
• Team player, with demonstrated willingness to learn and progress.
• Ability to provide clear and concise client support with regards to operation of the phone system, as well as best practice instructions to end users.
• Maintain a working understanding of the US Secure Delivery Platform.
• Provide clear explanation of technical related issues to non-technical users, and coach users through basic technical troubleshooting and resolution steps.
• Demonstrate strong organization and prioritization skills, including pro-active tracking of open issues.
• Strong communications skills both written and oral, including remote customer support via technology and through use of the telephone.
• Ability to create clear and accurate documentation of activities through trouble logs, trouble ticket systems, and through use of email technologies.

Responsibilities

• Perform hourly health checks.
• Conduct daily functionality testing for all customers.
• Accurately generate daily incident/change control ticket report.
• Accurately generate and upload monthly change/incident/registration report for each customer.
• Monitor/identify customer network alarms and escalate critical items accordingly through following most recent documented process.
• Efficiently and accurately convey change control correspondence to customer for all scheduled changes.
• Efficiently and accurately perform post change control health checks for specified customer.
• Receive/enter tickets into SNOW or Siebel ticketing system to be escalated to Cloud Service Engineers.
• Receive/enter MACDs into SNOW or Siebel ticketing system, assign to Software Development Team.
• Identify problems, document, and escalate to next level of support. Track status, inform, and escalate tickets as necessary to ensure compliance of all service level agreements (SLA's) and expectations of Client.
• Provide prompt and accurate services with regards to status of Incident or Change requests to our customers.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: Bachelor's degree