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Network Operations Center Engineer – US

Job Type: Full Time Position
Experience Level: Mid Level
Job Description

Job Summary

We are seeking an energetic and well-rounded career minded individual with a focus on providing excellent customer service as a Network Operations Center (NOC) Engineer with our 24/7 NOC support team responsible for providing quick resolution to client issues within strict SLA’s.

This position will be part of our Managed Services practice which provides monitoring and remote/on-site technical support services.

Applicant is needed in following technology groups:

– Networking (route/switch/security)

– Systems – (Microsoft, VMware, Storage)

– VoIP – Cisco UC

The NOC is responsible for administration and maintenance of client’s infrastructures. The NOC services include 24/7 monitoring, ticket triage and remediation, escalation, remote and on-site support.

Responsibilities and Duties

General Details:

– This position is based out of our NOC located in Sparta, NJ

– Some travel to a client’s sites may be required

– Must be willing to work different shift hours, flexible work schedule which may include nights, weekends, or holidays as required

Responsibilities:

– Ensure that all NOC tickets are handled and resolved within SLAs

– Respond to client requests within SLAs and strictly follow the incident process flow

– Be able to receive escalation calls 24/7 on rotating schedule

– Following up with other technical resources on issue status

– Perform HighPoint internet IT management and maintenance

– Respond to helpdesk issues of internal HighPoint employees

– Review shift issues/tickets with other NOC engineers and perform shift knowledge transfer between US and UK team

– Follow defined operating procedures to ensure that clients, systems and information are properly followed

– Perform direct follow up with clients regarding tickets and remediation

– Additional duties may also include special client projects

– Additional tasks as directed by management

Job Description

Core Qualifications and Skills

Skills & Requirements: Systems

– MCP/MCSE, VCP is a plus

– Active directory administration and troubleshooting of replication issues

– SQL administration, SQL queries

– Administration and troubleshooting of DNS, DHCP, IIS servers

– Understanding MS Exchange server roles, be able to troubleshoot email issues

– Be able to identify key Windows OS/application components for monitoring

– VMware experience – New VM setup, troubleshooting storage issues, ISO uploads

– NetApp/EMC or other storage experience

– Unix/Linux experience is a plus

Additional Qualifications and Skills (Plus)

Skills & Requirements: Network

– CCNA, CCNP is a plus

– Cisco/Switch/Firewall router configuration, ACLs, port/VLAN configuration, VPN, routing protocols

– IOS and config uploads

– Troubleshooting routing issue

– Understanding Spanning tree protocol

– Knowledge of MPLS

Skills & Requirements: VoIP

– CCNA Voice

– Troubleshooting Cisco phone issues

– Configuration and administration of Cisco CM and Unity servers

Skills & Requirements: Other

– Excellent written and verbal communication skills with focus on customer satisfaction

– Customer service skills

– An Associate’s Degree or in the process of getting a Bachelor Degree in information technology

– Proactive approach and good troubleshooting techniques

– Strong problem-solving skills with an emphasis on quick problem resolution

– Be very attentive and detail oriented

– Ability to focus on multiple tasks simultaneously

– Prior help-desk experience is a plus

– US citizen status