Command center (noc) engineer

Descripción general

The NOC Engineer is responsible for customer service related to the monitoring of customer applications and equipment. This position effectively handles customer calls and e-mails, answers questions, and routes incidents to the appropriate internal support groups where they cannot resolve the issues themselves (FCR-First Call Resolution). The NOC Engineer works closely with our monitoring tools to identify, document, and pass problems quickly to our engineering staff for immediate resolution.

MAJOR DUTIES AND RESPONSIBILITIES?Working knowledge of all NOC monitoring tools (Atlas-OSS Stack)oService Now or other ticketing systemsoZabbix oNetCool?Provide first level 24x7x365 escalation support for Navisite customers?Answer customer calls and provide the highest level of customer service?Assist customers to correctly identify the source of their problems and then remediate?Technical knowledge and proficiency with Windows, Unix, Linux and general networking protocols?Maintain a thorough understanding of all NOC processes and implement them when and where appropriate?Document all calls and equipment issues with a high degree of detail and accuracy?Use a variety of tools (nslookup, ping, traceroute, browser, etc.) to quickly verify reported events?Ability to use remote administration software (Terminal Server, Remote desktop, Telnet, etc.) to verify and correct reported incidents

Requisitos para aplicar

REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge

?Certification or related technical training with 3-5 years’ experience
?Experience working in a 7 x 24 environment
?Must have strong customer service and communication skills
?Proficiency with troubleshooting Windows, UNIX or Linux systems
?Understanding of enterprise networking environments?Excellent organization and teamwork skills
?Experience with basic network troubleshooting tools (ping, lookup, traceroute, etc.)EducationCollege degree in related field and/or practical experience in related fieldCertification or related technical training with 3-5 years experience in a NOC/SOC type environmentStrong ITIL Foundational v3 understanding a plusRelated Work ExperiencePrior experience working in a NOC/SOC environment