Network Operations Engineer

Job Summary:The Sr Network Operations Center (NOC) Help Desk Agent works under minimal supervision of the NOC shift manager, referring only exceptional problems and issues for review or approval. As the first point of contact for other NOC agents, the Sr Agent provides the highest level of customer service for L2 issues. The Sr Agent deals with calls, emails and tickets of a varied and possibly complex nature requiring a wide range of technical knowledge and interpersonal skills to assist in diagnosing and/or resolving issues. The Sr Agent assists with managing escalated customer issues. A Sr NOC Agent assists with the creation of updates to process and procedure documentation while also providing training on changes as needed. As a senior team member, the Sr NOC Agent mentors lower skilled NOC Agents. Where applicable, this position assures departmental processes are performed in compliance with applicable Sarbanes-Oxley controls.Key Responsibilities:Acts as next level resolution point from NOC Help Desk Agents, responding to requests for technical assistance, via phone, and electronically with ability to resolve more difficult Level 2 and 3 NOC issues using remote tools.Advises caller on appropriate next action plans.Logs all help desk interactions and follows standard NOC procedures.Main go-to for managing and solving escalated customer issues to diagnose and resolve.Researches questions using available information resources and advises on best practices.Assists in new hire training of NOC Help Desk Agents as needed.Provides training on updates to NOC processes and procedures.Updates process and procedure documentation (standard operating procedures) as needed.Stays current with system information, changes and updates; providing proactive recommendations.Becomes very familiar with each client and their respective environments.Maintains and expands customer relationships through exceptional responsive time. Delivers quality service while adhering to service level agreements (SLAs) in a fast-paced environment.Clearly communicates and follows expectations of all NOC engineering tasks.Creates/performs testing (regression, functionality, performance, etc.).Qualifications:Degree requirements: Associate's Degree or the equivalent combination of education and work experienceMajor if applicable: Certifications, Licenses or Registrations required, if any: CompTia A+ and N+ certifications Minimum years of work experience to qualify for role: 4Total years of work experience to be fully proficient: 7Skills and Competencies:Advanced computer knowledge with ability to operate keyboard for data entry. Type 40wpmMicrosoft Office skills to include creating presentations, creating documents in Word to included advanced formatting, creating spreadsheets to include the use of macrosStrong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.Ability to troubleshoot and resolve email issues, specifically MS OutlookFundamental knowledge of operations to support commonly used software, hardware, and other equipmentAbility to support back-office hardware, printers, software, Web Applications, and other networksFamiliarity with the fundamental principles of ITIL/SLAWorking knowledge in multiple ticketing systems including Service Now, AutoTask, ZohoWorking knowledge of networking principals (IP addressing, subnets, routing, switching)Advanced knowledge of OS troubleshooting in Windows environmentWorking knowledge of antivirus, backups, and VMWare/Hyper-V virtualizationAdvanced knowledge of Desktop and Server Operating SystemsWorking knowledge of firewalls such as FortiGate, SonicWall, SophosWorking knowledge of monitoring software such as Manage Engine, Nagios, and SolarWindsProven troubleshooting methodology and a desire to solve challengesAbility to handle constantly changing flow of traffic; remain productive during slow times, handles multiple tasks effectively during busy times, exercises patience and professionalism during stressful situations.Creative with ability to think around problems and come up with creative solutionsTakes ownership and responsibility of an issues from start through to a successful resolutionOutstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer’s issueGood phone skills with ability to provide technical support over the phone in a professional mannerAdaptable with ability to switch tasks based on shifting prioritiesDetail oriented with item-by-item focus, meticulous attention to detail with ability to create & update tickets in ticketing system and in composing, keying, and proofing professional business materialsExcellent verbal and written communication skillsJudgment with ability to formulate opinions, compare and decide with good senseUnderstands the importance of handling and managing requests, issues, complaints and escalationsprofessionally and with a sense of urgency.Understands the importance of regular follow up and status updates to customer and management on issues, complaints and escalations, and documents these actions in tickets.