The NOC Engineer is responsible for customer service and monitoring of customer applications and equipment. This position effectively handles customer calls and e-mails, answers questions, and routes incidents to the appropriate internal support groups where they are unable to resolve the issues themselves (FCR-First Call Resolution). The NOC Engineer works closely with our monitoring tools to identify, document, and pass problems quickly to our engineering staff for immediate resolution.
Duties and Responsibilities:
• Working knowledge of all NOC monitoring tools (Atlas-OSS Stack)
o Service Now or other ticketing systems
o Zabbix
• Provide first-level 24x7x365 escalation support for Navisite customers
• Answer customer calls and provide the highest level of customer service
• Assist customers to identify the source of their problems and then remediate correctly
• Technical knowledge and proficiency with Windows, Unix, Linux, and general networking protocols
• Maintain a thorough understanding of all NOC processes and implement them when and where appropriate
• Document all calls and equipment issues with a high degree of detail and accuracy
• Use a variety of tools (nslookup, ping, traceroute, browser, etc.) to verify reported events quickly
• Ability to use remote administration software (Terminal Server, Remote desktop, Telnet, etc.) to verify and correct reported incidents
Required qualifications:
• Certification or related technical training with 3-5 years experience
• Experience working in a 7 x 24 environment
• Must have strong customer service and communication skills
• Proficiency with troubleshooting Windows, UNIX, or Linux systems
• Understanding of enterprise networking environments
• Excellent organization and teamwork skills
• Experience with basic network troubleshooting tools (ping, lookup, traceroute, etc.)
