Explore more
Tech Stack
About the role
- Ensure proper incident management from the initial customer call.
- Monitor customer’s networks and ensure alarms are processed according to priority, customers of procedures, and SLA
- Conduct basic health status checks of customer networks to determine how the networks are performing, such as bandwidth, utilization, uptime; proactive recommendations for continuous improvements to customer networks environment
- Follow company service level agreement (SLA) guidelines in responding to customer calls
- Document customer network issues, communications, status, and next step action plan in the ServiceNow ticketing system.
- Follow standard NOC processes and procedures including escalation processes, notification processes, ticket documentation, and customer issue resolution processes
- Update service requests to ensure that service level agreements are met
- Follow-up with customer regarding outstanding issues, and ensure relating incidents are up to date.
- Gather necessary information to understand current network issues, work to diagnose, drive issues to resolution and identify root cause of problems; escalate to Network Engineers if unable to resolve.
Requirements
- College degree in Engineering or similar discipline desired but not required.
- Expert level experience may be substituted for a college degree
- Preferred Certifications: CCNA, ITIL Foundation
- Strong technical, client, and customer relations skills in a fast-paced environment.
- Possess a passion for customer service and logical troubleshooting mindset
- Willingness to learn new tools, customers, technologies, and NOC best practices
- Strong communication verbal/written/presentation ability and presence
- 3-plus years’ experience working in a technical environment as a NOC Technician.
- Understanding of ITIL operational framework through attainment of ITIL v4 Foundation certification or equivalent industry experience.
Benefits
- N/A 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
incident managementnetwork monitoringhealth status checksbandwidth analysisutilization analysisuptime monitoringtroubleshootingticket documentationescalation processesroot cause analysis
Soft skills
customer servicelogical troubleshootingcommunicationclient relationscustomer relationswillingness to learnpresentation skillsproblem-solvingattention to detailteam collaboration
Certifications
CCNAITIL FoundationITIL v4 Foundation