NOC/NSCC Technician I
About the role
An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence! We have an exciting opportunity for you to become an integral member of the TNS Global NOC. You will be part of an operations team providing first line support, partner escalation and incident management across the TNS network. You will be responsible for the monitoring and supporting of the TNS customer network environment. Monitoring customer endpoints and should be conversant in the role of upkeeping high availability networks, along with providing timely resolutions and quality assurance for customers.
Responsibilities
Working closely with your peers and teams in the UK, the US and Asia, you will provide a first point of contact for fault support and assistance - to meet the expectations of our customers and their defined SLAs.
- Proactive monitoring and management of the TNS payments network.
- Responsibility for monitoring the health of customer network connectivity, performance.
- Logging of all service incidents in the incident management system.
- Working all assigned tickets through to resolution, whilst providing timely updates and escalations through the lifecycle of the incident ticket.
- Working closely with internal technical support groups and 3rd party organisations in support of service incidents.
- Post incident impact analysis and support.
- Provision of clear, consistent, and regular communication with internal and external customers.
- Support change management activities across the TNS and partner networks.
Required Skills
- Experience in a Technical Support/Network Operations environment.
- Experience with a ticketing system for fault tracking, for example Remedy or Salesforce.
- Experience / knowledge of IP networking and WAN network protocols.
- Experience and or knowledge with DSL, Wireless and Ethernet circuit technologies.
- Understanding of GPRS, LTE and VPN technologies.
- Analytical approach to fault-finding with proven ability to diagnose network problems.
- Tenacious and inquisitive in investigating and applying corrective action.
- Good personal organizational and developed time management skills.
- Ability to work under pressure.
- Professional working attitude – strong ability to communicate effectively with local and remote team members.
Desirable Skills
- A working knowledge of the ITIL framework, or ITIL foundation certification.
- Experienced with the following hardware, OS and networking protocols: Cisco, Digi, Virtual Access, Linux, IPSEC, VPN.
- Experience with Fortinet products (FortiGates and FortiSwitches).
- Understanding of SD-WAN solutions and cloud-based solutions such as AWS and Azure.