NOC II Engineer

About the role

The NOC II Engineer ensures the network, data, video, voice, and application environment run at peak performance by detecting and acting on all exceptions and anomalies.

Responsibilities

• Monitor production network environment using a combination of monitoring tools to ensure availability.
• Coordinate field router intrusive and non-intrusive testing and repair of circuits.
• Coordinate onsite dispatch of telecommunication vendor repair services.
• Respond to automated alerts from monitoring tools according to procedure.
• Use diagnostic tools to ascertain level and criticality of problems.
• Discover faults and conditions proactively, diagnose causes, and resolve issues expeditiously.
• Configure and maintain monitoring tools.
• Write or revise system documentation and procedures.
• Work with engineers to resolve production problems.
• Write coherent trouble ticket notes on production incidents and problems.
• Perform periodic health checks of systems.
• Answer inbound calls and provide support.
• Escalate issues and problems according to procedures and best judgment.
• Diagnose problems and resolve them in an expeditious manner.
• Other duties as assigned.

Requirements

• Minimum of 4 years of experience in a Help Desk or high-volume call center (preferred).
• Minimum of 4 years of experience working in IT Operations, including knowledge of common tools, methods, and techniques.
• Minimum of 4 years of progressively responsible work experience in network and/or server monitoring.
• Knowledge of TCP/IP, ISP, routers, and Network Protocols (Cisco) such as OSPF, BGP, MPLS.
• Experience in monitoring theory/implementation (a plus).
• Experience with diagnostic tools and monitoring applications such as SolarWinds, Nagios.
• Experience in customer service.
• Experience with current internet network hardware and software technologies.

• NOC/Process writing skills (a plus).

Benefits

• Comprehensive healthcare, dental, and vision plans.
• 401K retirement plan with company match.
• Paid vacation, sick time, and additional holidays (including your birthday).
• Paid volunteer time.
• Paid parental leave.
• Hotwire service discounts for employees who live on a property serviced by Hotwire (high-speed internet, video service, phone, and security service).
• Employee referral bonuses.
• Exclusive entertainment discounts/perks.