NOC Engineer in Atlanta, GA at HUNTER Technical Resources

Date Posted: 1/16/2020

Job Snapshot

Job Description

NOC Engineer

The NOC Engineer is responsible for the daily operations and support of company data and voice networks. The engineer will serve as first line of contact for employees experiencing data or voice related issues across the enterprise network as well as the first POC for all Help Desk incidents and requests outside of standard business hours.  In the execution of the aforementioned duties, he/she will be expected to always maintain professional decorum, tact, and effectively oral and written communication with all customers. The position requires a combination of excellent people and customer service skills and mid to advance level troubleshooting and problem-solving experience in a Cisco data and voice network environment. 

Responsibilities:

  • Ensures customer satisfaction by responding to client calls and emails in a timely manner.  Logs all customer inquiries and issues in Incident Management and tracks them until resolution and incident closure.
  • Conducts 1st level problem determination using documented procedures and available tools.  Records issue symptoms and status information in a timely fashion in an effort to communicate with and properly utilize other CIS resources.
  • Proactively monitor the network infrastructure using network monitoring system(s).
  • Notify customers and proper repair agent upon trouble identification (alerts).
  • Coordinate trouble resolution with the appropriate parties as necessary in order to minimize both customer and core network downtime.  Responsible for handling all interactions with a positive problem-solving attitude
  • Take ownership of any such network issues and follow them through to resolution, ensuring consistent internal & customer contact/updates
  • Properly document all support needs in the incident management system (Remedy)
  • Complete every communication by appropriately setting expectations on the resolution time frame and notification(s)
  • Make operational decisions based on retrieved data to ensure predetermined organizational objectives are met
  • Adhere to escalation process and procedures
  • Escalate troubles to 3rd party resources or Engineering as required
  • Properly code trouble tickets using Ticket classification Guidelines. Utilize knowledge resources such as the Knowledgebase, Sharepoint or other available information source to resolve all support needs
  • Actively participate in training classes that are offered.

Qualifications:

  • Must be available to work non-standard business hours and varying shift assignments.
  • Strong communications and interpersonal skills.
  • 2 + years Client Support experience with use of support tools: phone, email, incident management (Remedy preferred), and remote support.
  • Required troubleshooting skills including but not limited to:
    • Layer 1 transport
    • TCP/IP Protocols and Networking
    • Voice over IP (VoIP)
    • Cisco IOS, routers and switches.
  • Work with 3rd party vendors, consultants, contractors, and service providers for supported systems – including problem resolution and escalation as necessary.
  • Provide technical support to users with very different levels of IT knowledge and competence.
  • Maintains professional and respectful attitude in stressful situations.
  • Work closely with other teams for problem resolution and project coordination.
  • Self-starter who can work effectively both independently and in a close-knit team environment
  • Working knowledge of Network Management Systems, such as BMC ProactiveNet, Solarwinds Network Performance Monitor, or other NMS products.

Preferred:

  • CCNA, CCNP or CCIE Certification.
  • Thorough knowledge and ‘hands-on’ experience in a Cisco environment using CLI navigation.
  • Experience interfacing with LECs, ISPs, and other 3rd party vendors or service providers
  • Ability to conduct wellness checks and monitoring the health of CUCM applications and systems.
  • Knowledge of various programming languages such as Perl, HTML, PHP
  • Experience in Windows Server Administration
  • Network Security Administration
  • Linux/Unix Operating Systems
  • Cloud Infrastructure Management (VMware)