Network Operations Center Engineer

Core Responsibilities & Accountabilities:

First line Support (NOC) Engineer

· First line customer support (part of a 24/7 team)

· Basic trouble ticket analysis of customer problems and either resolve or escalate as appropriate

· Monitor XConnect systems and services to ensure 100% service is maintained and raise the alarm if there is any alert

· Provide internal and external daily reporting to senior management

· Be available to work directly with customers looking for live assistance

· Manage the trouble ticket queue and priorities workload effectively

· Document and catalogue any system changes performed

· Conduct detailed SIP log analysis

· Interface with the Routing and Sales teams to provide quick resolutions to complaints

· Open tickets with suppliers at fault and work with them to resolve issues

· Interface with Engineering, Systems and Development teams to escalate customer faults and follow through for resolution

· Primary resource for global customer notifications

· Perform other duties of a similar nature or level

Minimum Qualifications & Skills:

· The successful candidate will be able to look at simple and complex network environments to troubleshoot any number of problems including, but not limited to, firewall issues, Windows Active

· Maintains cooperative working relationships with staff members; a good team player

· Detail-oriented and organized

· Excellent written and oral communication skills

· Ability to take and provide direction

· Familiar with IT Service Management concepts, practices, and procedures

· 2 + years troubleshooting networks

· Hands-on experience diagnosing and resolving TCP/IP, DNS, DHCP, and VPN issues

· Working knowledge of Microsoft Windows, operating systems

· Working experience in a Managed Services Provider

· Technical support: 2+ years

Preferred Qualifications & Skills :

· Technical certifications

· Undergraduate Degree