Temporary Tier 2 NOC Associate

Open Positions at SageNet•Tulsa, OK

16h•Onsite

About The Position

This is a temporary, full-time position supporting SageNet’s Network Operations Center onsite in Tulsa, Oklahoma. The first three weeks will consist of training Monday through Friday from 8:00 AM to 5:00 PM. CST, followed by a regular schedule of Sunday through Thursday from 8:00 a.m. to 5:00 p.m. CT. As a Temporary Tier 2 NOC Associate on our SageCONNECT team, you will provide technical support to SageNet’s global client base within our 24/7/365 Network Operations Center. You will proactively monitor customer networks, troubleshoot connectivity issues across a diverse range of technologies and network environments, and work with internal and external IT professionals to restore service, implement network configurations, and coordinate hardware replacement when necessary. In this role, you will take ownership of customer issues, apply established troubleshooting processes, and escalate complex technical issues to Tier 3 when additional expertise is required. As technology continues to evolve, you will have opportunities to expand your technical knowledge and develop the skills needed to support SageNet’s growing portfolio of network technologies.

Requirements

2+ years of 24/7 NOC experience or equivalent network support experience
Previous Help Desk, technical support, or technical call center experience
Advanced PC and laptop software knowledge, including installation, configuration, and troubleshooting
Understanding of common internet and networking protocols, including TCP/IP and DNS
Strong customer service, verbal, and written communication skills
Demonstrated ability to effectively manage and prioritize multiple tasks
Effective interpersonal skills with the ability to interact professionally with customers, associates, vendors, and other business partners in stressful situations
Working knowledge of the systems, tools, and processes required to perform assigned responsibilities
Experience configuring and troubleshooting SageNet products and services or similar network technologies
Working knowledge of network architecture, including network infrastructure, servers, and network management systems
Basic understanding of Windows and Unix-based platforms
Flexibility to work assigned shifts, including holidays, weekends, and nights, on a semi-permanent or rotating basis as required
High school diploma or equivalent

Nice To Haves

College coursework or technical school education in networking, information technology, computer science, or a related field
Network+, A+, or CCNA certification
Fortinet training, certification, or hands-on experience with Fortinet network technologies

Responsibilities

Proactively monitor customer networks to identify service-impacting events.
Troubleshoot network connectivity issues across a wide range of networking hardware and customer environments.
Resolve connectivity issues by identifying the cause of the problem, determining and implementing the appropriate solution, and following up to ensure resolution.
Manage inbound and outbound calls and emails within a 24/7/365 NOC environment.
Utilize SageNet’s internal ticketing system to accurately document customer requests, troubleshooting activities, actions, and resolutions.
Adhere to established NOC procedures, service expectations, and guidelines set forth by management.
Provide superior customer service by being courteous, knowledgeable, responsive, and professional.
Communicate with customers and internal teams at appropriate intervals to set expectations and provide timely updates regarding customer requests and incidents.
Escalate complex technical issues to Tier 3 and coordinate with other internal teams or external vendors as appropriate to achieve resolution.
Maintain working knowledge of SageNet’s products, services, systems, tools, and network environments.