NOC Support Engineer

Transaction Network Services•Washington, DC

3d•$80,000 - $85,000

About The Position

The NOC Support Engineer is part of the Financial Markets Global IP Desk and helps maintain the stability and availability of TNS Financial Markets infrastructure and services. The role supports a global core and Financial Markets network, resolving IP network routing, hardware, and protocol issues and escalating problems to engineering when needed. It works closely with the Technical Support Group, which provides second-level escalation for IP-related Network Control Center issues. The position also involves raising and assigning incident tickets, managing vendor support requests, and keeping assigned tickets updated. This is a customer-facing position responsible for quality service and support to TNS customers. It requires technical understanding of networks, systems infrastructure, and datacenters, along with an understanding of Financial Markets and Financial Exchanges. The role is part of a global team providing 24x7 IP Desk coverage on a rotating basis, including rotating after-hours on-call escalation support.

Requirements

Knowledge of TCP/IP, VPN, MPLS, and routing protocols including OSPF, BGP, EIGRP, RIP, and IS-IS.
Hands-on experience configuring Cisco, Arista, and Juniper routers and switches.
ITIL certification.
Experience with Microsoft Office software, communications software, and Visio.
Experience working with external customers.
Experience providing support in NOC environments.
Three to five years of experience troubleshooting circuits.
Three to five years of experience in Network Operations and Troubleshooting.
Excellent communication, customer service, and time management skills.
Strong written and verbal communication skills.
Ability to multitask; a hardworking, focused, thorough, punctual, self-starting, and detail-oriented team player with a drive to develop skills and knowledge.

Nice To Haves

A Computer Science or applicable degree, or equivalent work experience.
Experience in a financial industry support role, preferably with a Financial Markets managed service provider or independent software vendor.
Understanding of Financial Markets, including Equity, Futures, and Options.
Advanced knowledge of exchange market data and order routing protocols.
Experience supporting and troubleshooting multicast market data streams.
Experience with Change Management Processes.
Direct trading experience.

Responsibilities

Support global large-scale TCP/IP, VPN, and MPLS networks, including OSPF, BGP, EIGRP, RIP, and IS-IS protocols.
Configure and troubleshoot Cisco, Arista, and Juniper routers and switches.
Manage vendors, including extensive interaction with Cisco and Juniper TAC.
Perform second-level network and protocol troubleshooting and debugging.
Coordinate, schedule, and support network maintenance and change management activities in accordance with the Change Management Policy, including second sighting changes during implementation.
Provide rotating on-call escalation support, including after-hours availability.
Perform operational readiness checks and final project acceptance checks for handover support to the NOC.
Manage incidents to restore client services and network operations with minimal service impact.
Monitor TNS event management systems and manage inbound customer email.
Respond to inbound telephone calls to TNS Network Operations.
Raise incident tickets in the TNS Incident Management ticketing system.
Triage incidents according to defined runbooks.
Engage NOC engineers and follow incidents through to successful resolution.
Provide 24x7 IP Desk coverage as part of a global team on a rotation basis.
Open tickets with vendor help desks and escalate issues for engineering support when necessary.
Maintain and update assigned tickets.