NOC Support Engineer

TNS•Reston, VA

About The Position

The NOC Support Engineer supports the stability and availability of TNS Financial Markets infrastructure and services as part of the Financial Markets Global IP Desk. The role raises and assigns service incident tickets, provides second-level escalation support for IP-related Network Control Center issues, and resolves complex IP network routing, hardware, and protocol issues across TNS’s global core and Financial Markets network. Responsibilities also include opening and managing cases with vendor help desks such as Cisco and Juniper TAC, escalating issues for engineering support, and keeping assigned tickets current. This is a customer-facing position focused on providing quality service to TNS customers, including their technical representatives. It requires a sound technical understanding of networks, systems infrastructure, and datacenters, as well as familiarity with financial markets and exchanges. The role supports large-scale TCP/IP, VPN, and MPLS networks; performs hands-on configuration and troubleshooting of routers and switches; and participates in maintenance, change management, incident management, and project handover readiness. The engineer monitors event-management systems and customer communications, responds to calls and emails, triages incidents using runbooks, and engages NOC engineers through resolution. The position is part of a global team providing 24x7 IP Desk coverage on a rotating basis, including rotating after-hours on-call escalation support. The anticipated annual compensation range is $80,000–$85,000. TNS offers medical and dental coverage, life insurance, paid holidays and vacations, and a 401(k) plan with company match.

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.
Hardworking, focused, thorough, and punctual; able to multitask effectively.
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.
Self-starter with motivation to develop skills and knowledge.
Team player with good attention to detail.

Nice To Haves

A Computer Science or applicable degree, or equivalent work experience, is preferred.
Experience in a financial-industry support role, preferably with a Financial Markets managed service provider or independent software vendor.
Understanding of Financial Markets, including equities, 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 vendor support, 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-sighted changes to help avoid implementation errors.
Provide rotating after-hours on-call escalation support.
Perform operational readiness checks and final project acceptance checks for handover to the NOC.
Manage incidents and restore client services and network operations with minimal service impact.
Monitor TNS event-management systems.
Monitor and manage inbound customer email and respond to inbound telephone calls to TNS Network Operations.
Raise incident tickets in the TNS Incident Management ticketing system.
Triage incidents using 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.
Maintain and update assigned tickets and open vendor support cases when needed.
Deliver quality, customer-facing technical support to TNS customers and their technical representatives.