NOC Lead

Zentro•Chicago, IL

1d•$31 - $33•Hybrid

About The Position

The NOC Lead is a support position within a 24/7/365 Contact Center. The primary function of this role is to provide day-to-day support for the NOC Department. The Team Lead helps ensure all tasks assigned to team members are completed in a timely, accurate, customer-focused manner, thus ensuring a high level of customer satisfaction with Support Services. This role involves direct communication with customers as well as various colleagues and departments to provide status of open issues as well as active collaboration across teams to achieve resolution. This individual will be expected to cultivate a thorough understanding of all facets of customer support and responsibilities while working alongside supervisors and managers to uphold/enforce departmental policies and procedures.

Requirements

Ability to multitask in a dynamic environment
Demonstrate high level of personal accountability as well as ensuring team members are demonstrating the same
Navigate stressful situations well while remaining cool-headed
Able to develop, communicate, and enforce processes and service level expectations
Demonstrate knowledge of and ability to enforce company policies and procedures
Demonstrate discretion and independent judgment
Consistently present a professional image of the organization to customers, visitors, and coworkers
Must possess strong verbal and written communication skills
Constant On Call responsibilities
Going the extra mile to see full resolution
Consistently demonstrate business presence
2+ years of experience in Telecommunications is required
Understanding of networking concepts such as Wi-Fi, TCP/IP, DHCP, DNS, HTTP, ICMP, IPV4/6, OSPF
Ability to perform operations utilizing command prompt and/or Secure Socket Shell
Analytical, inquisitive mindset and the ability to learn quickly and adapt
Proficient time management skills and ability to work independently and with a team
Strong communication, written, and documentation skills
Schedule flexibility is fundamental as this group operates 24/7/365
Self-motivated and able to work independently with minimal supervision; availability nights/weekends as needed
Able to multitask, prioritize responsibilities, and meet tight deadlines in a fast-paced environment

Nice To Haves

Degree in Computer Science or related field is a plus but not required
Desired (Not Required) Certifications: Network+, CCNA, CWNA, Security+, A+
We work with the following vendors/platforms, and experience in these systems is a plus: Cisco, Juniper, Brocade, Mikrotik, Ruckus, Siklu, Aviat

Responsibilities

Demonstrate an obsession for and visibly pursue excellent customer service
Ensure timely communication and resolution for customer issues
Ensure SLAs are met and all process steps are being followed
Leverage regular reports and dashboards to ensure team members maintain or exceed established individual Key Performance Indicators (KPI's)
Monitor team members daily work to ensure jobs are completely timely and accurately
Serve as an escalation point for team members when a customer requests or requires
Partner with supervisors and managers to enforce policies and procedures while contributing to continuous improvement of the same
Performing additional tasks as assigned
Process sales orders for inventory procurement as needed
Reach out to escalated customers on specific situations
Take ownership of interdepartmental practices and procedures
Compile reporting down to property level to network wide utilizing all resources