We are seeking an energetic, well-rounded team player who will focus on providing excellent user service
experience as an NOC Level 2 Engineer. This individual will be part of an escalation group that support the 24/7
NOC team, assisting with support events aligned with their expertise and skillset.
The individual will also act as the primary technical contact for assigned clients, addressing questions,
concerns, and requests received by the client
IT Technician Level 1
A HighPoint IT Technician Level 1 position is primarily responsible for providing technical support to our internal users and systems.
Level: Mid to Senior (5+ years of working experience), non-managemen
Status: FTE
Locations: HighPoint NE or SE Region
Travel: 10-20%
Role Description
This position is responsible for providing technical guidance and support to assigned clients and the HighPoint
Network Operations Center team. The individual will be responsible for working closely with Level 1 NOC
engineers to ensure customer satisfaction and resolution. The individual will act as the technical advocate,
while possessing strong organizational and communication skills. Provide uninterrupted service and
incident/problem management for client-related requests and monitoring events. Plus be accessible as a
technical lead for NOC engineers and assist with issue resolution. in addition, take a lead on L2 tickets, escalate
to vendor and/or HighPoint L3 resources as needed. Lastly, this position may be part of an on-call rotation
schedule while acting as a technical account manager for assigned clients.
RESPONSIBILITIES
- Provides technical guidance to NOC engineering support group for infrastructures managed by HighPoint NOC
- Train other NOC Engineers on new or advanced products and services
- Install, configure, maintain, proactively monitor, and repair all network equipment consisting of, but not limited to, Palo Alto routers and switches
- Responsible for event notification acknowledgement and correlation via Network Management System (NMS)
- Responsible for monitoring setup and audit to make sure all device KPIs are added to monitoring and have proper alerting profiles enabled
- Proactive review for all system events and logs, identify trends and potential problems
- Support all services and systems for maximum reliability, provide corrective maintenance direction as required
- Investigation and root cause analysis for major outages
- Work with vendors to resolve issues, i.e. Palo Alto, AT&T, Verizon, VMware
- Document issues and resolution steps by creating and/or contributing technical content for enhancing procedures/SOPs and policy documents for functions within the NOC
- Using strong trouble-shooting skills, advanced diagnostic tools and experience to resolve and restore service in a timely and efficient manner
- Assist in trouble ticket and technical escalation path forward and resolution
- Responsible to work with customers on troubleshooting, incident resolution, change management, and communicating technical issues
- Work with field technicians in the clearing of troubles and/or network outages
- Escalate to Lead Engineer or NOC Manager as necessary for trouble resolution
- Act an escalation point of contact for 1st Level support
REQUIReMENTS
- Provides technical guidance to NOC engineering support group for infrastructures managed by HighPoint NOC
- Train other NOC Engineers on new or advanced products and services
- Install, configure, maintain, proactively monitor, and repair all network equipment consisting of, but not limited to, Palo Alto routers and switches
- Responsible for event notification acknowledgement and correlation via Network Management System (NMS)
- Responsible for monitoring setup and audit to make sure all device KPIs are added to monitoring and have proper alerting profiles enabled
- Proactive review for all system events and logs, identify trends and potential problems
- Support all services and systems for maximum reliability, provide corrective maintenance direction as required
- Investigation and root cause analysis for major outages
- Work with vendors to resolve issues, i.e. Palo Alto, AT&T, Verizon, VMware
- Document issues and resolution steps by creating and/or contributing technical content for enhancing procedures/SOPs and policy documents for functions within the NOC
Desirable
- Information systems administration (i.e. VMware, Windows, Linux, Citrix VDI, MS Exchange, O365)
- MPLS experience
- FortiGate, SonicWall firewall skill set
- HP networking experience
Competencies
- Excellent written and verbal communication skills with focus on customer satisfaction
- Seasoned customer service skills
- Proactive approach and good troubleshooting techniques
- Strong problem-solving skills with an emphasis on quick problem-resolution
- Attentive and detail-oriented
- Ability to focus on multiple tasks simultaneously
- Prior helpdesk and ticketing system experience is a plus
Our Story
HighPoint was established in 1996 and has since become a leading technology partner for some of the world’s most prominent IT vendors. The name “HighPoint” was selected to pay tribute to the High Point Monument which is the highest elevation in the state of New Jersey at 1,803 feet – and is located near the childhood home of the company’s founders, brothers Mike and Tom Mendiburu. HighPoint’s logo features a small triangle inside the “P” which represents the pyramid atop the obelisk found at the peak of High Point State Park.
HighPoint is known as a leader in technology solutions and is consistently recognized by industry experts as a top performer – HighPoint is featured on CRN’s Solution Provider 500 List, is a recent recipient of the Minority Business Supplier of the Year Award by The New York and New Jersey Minority Supplier Development Council, and is frequently honored by its customers, manufacturers, and suppliers as a distinguished partner.
- Our unwavering commitment to the health, happiness, and success of our employees is undoubtedly a differentiator for us – we’re proud the many contributions our team makes to the communities in which we work, live, and play.
- We believe that being honest, living a life with integrity, and earning the trust of those around us are guiding principles that we should all employ.
Fine Print
To reach as many candidates as possible, HighPoint leverages numerous job boards and employment posting services to get the word out about available positions. To apply from this site, please contact info@highpoint.com.
HighPoint provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.