Network Operations Center (NOC) Technician II

Core Job Duties

• Obsessive Customer Service: First call support to Wholesale and Enterprise customers that places the customer’s needs at the center of your performance is a requirement.
• Network Monitoring & Troubleshooting: Continuously monitor and manage network systems, servers, applications for performance, availability, and security.
• Incident Management: Identify, document, escalate, and resolve network incidents and outages targeting first call resolution. Perform troubleshooting and root cause analyses.
• Ticket Management: Process service orders, trouble tickets, work orders and maintenance requests with attention to accuracy and record detail.
• Network Configuration & Support: Assist in the setup, configuration, and provisioning of network elements (routers, switches, firewalls) and continuous audit of network circuits and equipment to ensure records accuracy.

Requirements

• Experience: 2+ years of experience in a Network Operations Center or similar role.
• Technical Skills and Knowledge: Proficiency in network monitoring tools, understanding of networking protocols and technologies (TCP/IP, DNS, DHCP, BGP). Accurately and completely enter and maintain network records and tickets. Implement after hours service migrations and maintenance activities. Knowledge of security monitoring and threat detection tools. A working knowledge of the MS-Office suite and the ability to multi-task between multiple software programs simultaneously.
• ITSM/ITIL knowledge and certification highly desired.
• Demonstrated attitude of continuous quality improvement Adhere to all training requirements, company policies and procedures.