NOC Technician

Company: CSS Corp Inc
Location: Draper
Posted on: March 21, 2020

Job Description:

SummaryObjective The role of the NOC Engineer is to respond to Alerts in monitoring Tools and act as the customer s point of contact for reported problems and troubleshoot problems to resolution. This will involve working on trouble tickets and alerts generated from the monitoring tools having basic knowledge in Networking data and voice infrastructure. Essential Functions Monitoring alerts in Monitoring tools, create ticket in the ticketing tool and do basic triage to troubleshoot the alerts Document the ticket on troubleshooting steps and escalate to L2 teams for resolution with in the defined SLA Use extensive knowledge of the Data and VOIP Network basics for providing resolution Initiate ping and trace routes, analyze availability and performance metrics as applicable Work from CLI, GUI andor CMD prompt interface to resolve customer issues Having knowledge in ITSM tools and ITIL process Having knowledge in Monitoring tools for NetworkVOIPSever level monitoring Other Functions Functional knowledge of incident handling for IT related issues. Understanding of IP networking protocols IPv46, TCPUDP, DHCP, HTTP, FTP, etc. Strong analytical troubleshooting and problem-solving skills. Understanding of Network, WindowsLinux systems Contribute knowledge to document and create SOP as applicable Support team by working standby and various shifts as needed Opens trouble tickets as needed when customers call in with technical problems Work EnvironmentPhysical Demands Discussing trouble-ticket activity and incidents in face-to-face meetings with team management Prolonged sitting at a desk in a supportive office chair. Typing incident notes, compiling reports and troubleshooting incidents to resolution Required EducationExperience and Competencies BSCS degree, or equivalent, is desired CCNA or equivalent required 1 - 2 years of NOC experience in a Global NOC platform (or equivalent) Knowledge of WindowsLinux and Data and VOIP Networking Willingnessability to work overtime to support customers Telephone communication skills remain empathetic and courteous while speaking to customers about frustrating, complicated IT problems Good written communication skills type updates to trouble tickets to include detailed troubleshooting comments and details must demonstrate close attention to detail EEO Statement CSS Corp. provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability or genetic information and other characteristics that are protected by applicable law. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. This description reflects management s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. Duties, responsibilities and activities may change at any time with or without notice.

Keywords: CSS Corp Inc, Draper , NOC Technician, IT / Software / Systems , Draper, Utah