NOC Technician

Skyline Technology Solutions, LLC•Glen Burnie, MD

3h•Hybrid

About The Position

We are looking for an exceptionally analytical teammate with unrelenting and problem-solving skills to join our team of Network Operations Center (NOC) technicians. You're likely a great fit if you have experience (entry-level welcome) overseeing complex network components and engaging in network management. Join our team of technicians and specialists and contribute to our team’s mission to continuously update the internal knowledge base with new support solutions. You can expect to spend your time accomplishing the following: 30% of the time on Objective 1: Event Management, 25% of the time on Objective 2: Case Management, 25% of the time on Objective 3: Incident and Request Response, 15% of the time on Objective 4: Operational Management, 5% of the time on Objective 6: Research and Independent Study.

Requirements

1-2 years of experience working in a Network Operations Center (NOC).
1-2 years of Customer Service experience.
CCNA/JNCIA certifications (or the ability to get one within 90 days of employment) are required.
General competency in networking principles and using ticketing systems such as ServiceNow.
Working knowledge of network monitoring systems such as Orion.
Familiarity with T1/Verizon Troubleshooting and repair.
Strong Microsoft Office Skills
Strong organizational, verbal, and written communication skills.

Nice To Haves

Bachelor’s degree in computer science or engineering-related field (Preferred)
Network+/Security+ certifications preferred.

Responsibilities

Diligently evaluate incoming cases, incidents, problems, and requests to assess their impact and urgency and ensure they are worked on accordingly.
Consistently communicate with customers through the case management system/phone calls to discuss status updates in a timely and accurate manner.
Regularly document calls from customers and vendors in the ticketing system with all required information and assign/notify the proper teams.
Proactively follow up on tickets to ensure timely updates are entered into the ticket and/or problem tickets are created, when necessary, as incidents and requests are completed.
Promptly respond to all cases, events, incidents, and requests within the defined Service Level Agreement (SLA) targets.
Urgently perform a thorough investigation and follow-up of events and cases, ensuring no missed outages.
Effectively coordinate dispatches, including shadowing Dispatch to field locations for Break/Fix, working with the Field team for access procures, and Verifying sparing and equipment required.
Confidently assist in process creation and refinement and help write standard operating procedures for repetitive tasks.
Engage in continual professional growth in the networking field by pursuing vendor and technical certifications.
Expand your skillset, leadership, and management through continual personal development. Specifically using skyline library, participation in skyline training, or additional methods.