NOC Engineer

Job Title: Network Operations Center (NOC) Engineer

Location: PK- Remote

Job Summary:

The NOC Engineer is a technical role that is responsible for the implementation, support, maintenance, and optimization of our customers network infrastructure in vendor neutral environments. The NOC Engineer also provides escalation support for customer network issues and outages. The NOC Engineer works to resolve customer issues directly or in partnership with vendors, channels, and Field Services team. This role utilizes documented customer procedures, ITIL best practices, technical skillsets, and soft skills to provide an excellent customer experience through network issue resolution as well as network configuration activities. This position plays a critical role in customer satisfaction (and retention) through first level resolution and service level agreement (SLA) compliance. This ensures customer network issues are resolved in a timely and accurate manner.

Essential Job Functions:

• Provide incident escalation support for NOC and Network Engineering teams for critical incident and problem management activities including technical triage, troubleshooting, and resolution support for critical customer service interruptions.
• Gather necessary information to: understand current network issues, develop a diagnosis, drive issues to resolution and identify root causes of events. This sometimes requires escalation to Tier 2/3 Principal Network Engineers if unable to resolve.
• Review customer networks, recommend network infrastructure changes and complete standard changes in order to improve network performance.
• Facilitate change implementation actions in complex enterprise network environments.
• Ensure proper incident management from the initial customer call.
• Monitor customers networks and ensure alarms are processed according to established priority, customers specific procedures, and SLAs.
• Complete service requests, network implementations, migrations, and other change management engineering activities
• Recommend continual service improvement for both internal and external customer networks/systems/processes.
• Participate in customer meetings to: review performance, identify improvement opportunities, and enable more secure, efficient, and optimized environments in areas of cost and performance.
• Document customer network issues, communicate status, and next step action plans in the Service Now ticketing system.
• Update service requests to ensure that service level agreements are met
• Provide on-call support for NOC Operations.
• Must be able to work weekends and non-traditional business hours, as needed to meet business obligations.

Qualifications:

• Proven 4 - 7 years experience working in a technical environment with demonstrated enterprise-level network troubleshooting in MSP an environment.
• Willingness to learn new tools, customers, technologies, monitoring tools and NOC best practices
• Previous technical experience: router and switch configuration, circuit configuration, VLAN configuration, iOS upgrade, data network infrastructure support, LAN/WLAN data communication, WAN routing/optimization technologies, Cisco, Meraki, Fortinet routing and switching technologies, SDWAN switching technologies, unified communications (UC/UCCE), Infoblox DNS/DHCP/IPAM application.
• Associates degree in related field preferred
• Certifications: Cisco CCNA, Juniper JNCIA, or Fortinet FCA required; CCNP, ITIL v4 preferred.
• Self-starter: uses an appropriate sense of urgency and has capability of resolving complex technical problems and works both independently and collaboratively with a team
• Willingness and desire to continue advancing technical expertise in collaboration with Engineers and Architects through the pursuit of technical certifications.
• Have strong communication skills (written, verbal, presentation)
• Ability to follow and document standard processes and procedures
• Ability to stay calm under pressure in a fast-paced environment, maintain a positive attitude, and quickly adapt to changing priorities and new technologies
• Ability to work assigned shift and on call rotation