NOC Engineer II

Responsibilities

• Provides tier II engineering-level technical support to UDT customers via phone, email, and ticketing system.
• Interacts with customer leadership, technical representatives, and other technology services departments/personnel to provide high levels of customer service through each interaction and escalate needs requiring a more advanced level of knowledge to the appropriate NOC resource or specialized engineering department.
• Receives escalations from NOC I Engineers to help drive customer-focused solutions. Utilizes additional access, training, and guidance to assist customers and NOC I engineers.
• Identifies and facilitates training opportunities to improve the customer experience.
• Utilizes proactive monitoring tools to identify network failures. Upon identification, proactively contacts the customer and provides continuous updates to the customer through the resolution.
• Manages and dispatches UDT resources and 3rd party vendors to identify and restore services.
• Uses active listening when engaging with customers to identify causes to complex issues. Uses the information gathered to accurately and consistently document customer interactions and next steps in a ticketing system to track progress and to enable effective Root Cause Analysis of reported issues.
• Takes ownership and manages multiple high-profile customer needs. Seeks continuous education and training of new and existing services, support policies, and customer requirements to stay up to date and appear professional and knowledgeable when interacting with customers.
• Collaborates with team members to address emergency situations. Participates in and occasionally leads customer environment upgrades to ensure secure and optimal network performance.
• Performs "on-call" duties as required, responding to certain types of after-hour customer issues or escalations from team members either through monitoring or voice communication.

Qualifications & Experience

• Extremely customer-focused and team-focused. Willing to put the customer first and ensure they are engaged regularly.
• 3+ years of experience in local area networks, internet connectivity, or internet security appliances.
• 3+ years of experience supporting routers, switches, or wireless access points.
• 2+ years of experience with DNS, SMTP, SNMP.
• 4+ years of hands-on/phone support work experience in a technical support or NOC role.
• 3+ years of working and documenting customer needs in a ticketing system.
• ConnectWise or similar is a plus.
• Experience with voice technology like PBX, VoIP, POTS, or PSTN preferred.
• Demonstrated ability to manage multiple demanding activities in a high performing department, resolving multiple complex engineering items through interactions with team members, phone calls, ticketing system, and e-mail.
• Proficiency in MS Office Suite.
• A bachelor’s degree in information technology or business is preferred and/or a combined technical certification and job experience is required.
• A current Cisco CCNA is required or CCNP preferred.
• A current Fortinet FCA is required or FCP certification is preferred.
• Certifications such as ITIL Foundations or other equivalent technical certifications are preferred.
• Any other certifications or professional development units (PDUs) are a plus.