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Network Operations Engineer

We are seeking a Tier 1 -2 NOC Operator or a solid network engineer. This would include working with our remote monitoring and management tools. In this position, you will be responsible for acting as the first line of technical support for our customers. Under limited supervision, you will assist in the planning, monitoring, and troubleshooting of the underlying network and transport equipment and associated ILA huts. You will respond to customer tickets and document troubleshooting steps. This means handling those tickets throughout the full lifecycle of the event from creation to completion and escalating to Tier 3 support as needed.


Essential Duties:

  • Accurately log, ticket, and own/escalate incidents resulting from infrastructure events.
  • Provide accurate, timely, and professional documentation on all supported issues.
  • Provide a high level of professionalism and customer service.
  • Follow up on all incidents in a timely and professional manner.
  • Quickly identify and escalate high-priority issues.
  • Accurately triage/assign/escalate tickets per standard operating procedures.
  • Efficiently and accurately, resolve all assigned incidents.
  • Identify and document incident resolution and support knowledge.
  • Complete all assigned duties in a timely and accurate manner.
  • Adhere to the schedule and have dependable attendance.
  • Outstanding written and verbal communication skills
  • Ability to work well under pressure and adapt in a fast-paced environment
  • Ability to work independently in a collaborative, team setting
  • Eagerness to learn new technologies and build professional skills
  • Excellent people skills; the ability to show empathy and be a good listener
  • Excellent organizational skills

Knowledge and Expertise:

  • Technically competent
  • Strong critical-thinking skills that facilitate expedient problem solving
  • Excellent communication, customer service, time management, conflict resolution, and problem determination/resolution skills are a must
  • Prior experience with facilities management to include HVAC, DC Power, Generators, Access Control and Environmental reporting
  • Functional knowledge of Windows XP, MS Outlook/Office, VPN/remote access, printers, networking technology (routing, switching, network management)

 

Must Have:
  • Strong Organizational and Process oriented
  • Solid Knowledge of Telecom Facilities - HVAC, DC Power, Generator and protect power systems
  • Self Starter - task oriented and minimal guidance to complete well defined tasks
 
 

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