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    Tier 2 NOC Support - Tulsa, United States - SageNet

    SageNet
    SageNet Tulsa, United States

    3 weeks ago

    Default job background
    Full time
    Description

    Job Details

    Description

    Job Purpose

    As a Tier 2 NOC Associate, you will be responsible for providing technical support to our global client base. Our 24/7 NOC monitors and remotely troubleshoots a diverse list of hardware manufactures using standard and custom-built tools across a variety of network topologies. The NOC works with internal and external IT professionals to implement network configurations and replace hardware when necessary. As this industry diversifies and enterprises adopt new technology, it is more important than ever to develop the skill set to support and manage this technology effectively. The ideal candidate is highly energetic, self-motivated and driven to excel in cutting edge technology. A successful NOC Representative embraces working in a company with many responsibilities and opportunities to learn. In addition, this person must be willing to work flexible hours in a technology call center to accommodate our clients across the U.S.

    Duties and Responsibilities

  • Monitor networks proactively to identify service impacting events
  • Troubleshoot network connectivity issues across a wide range of networking hardware for client's networks
  • Resolve connectivity problems by clarifying the customer's complaint; identifying the cause of the problem; selecting and explaining the best solution to the problem; expediting correction or adjustments; and following up to ensure resolution
  • Manage inbound calls, outbound calls and e-mails within a 24/7 Network Operations Center
  • Utilize the internal ticketing system to log all requests and activities
  • Adhere to NOC principles and guidelines set forth by management
  • Provide superior customer service by being courteous, knowledgeable, and professional
  • Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests
  • Escalate problems to the appropriate organization or external vendors as required to achieve resolution
  • This position has a rotating on-call requirement. Periodically throughout the year you will be expected to be on-call for remote support.

    • Qualifications

  • 2 years of 7 x 24 NOC experience, or equivalent experience
  • Previous Help Desk/Technical Call Center experience required
  • Advanced PC/laptop software knowledge and skills, including installation, configuration, and troubleshooting
  • Understanding of common Internet protocols, including TCP/IP and DNS
  • Strong customer service and communication skills (both oral and written) and demonstrated ability to work as a team player
  • Demonstrated ability to effectively manage and prioritize multiple tasks
  • Effective interpersonal skills for interaction with all levels of staff, clients, vendors and consultants even in stressful situations
  • A working knowledge of the systems, tools, and processes required to perform assigned tasks
  • Experience and accuracy in configuring and troubleshooting the complete line of SageNet's products and services
  • A working knowledge of SageNet's network architecture, including hub, server, and NMS components
  • Basic understanding of both Windows and Unix based platforms
  • Demonstrated attendance reliability through history of minimal unplanned absences
  • Flexibility to work any shift including holidays, weekends and nights, both on a semi-permanent or rotating basis as required
  • High School Diploma, College preferred
  • Network+, A+, CCENT, or CCNA preferred

    • Working Conditions

  • Corporate business office space
  • Business casual working environment
  • Shift work
  • On-site Gym and Personal Trainer
  • Game Room/Break Room with Pool Table, and Table Tennis

    • Physical Requirements

  • Be able to sit for long periods of time without any problem
  • Consistent use of hands and fingers for typing
  • Consistent use of eyes to analyze spreadsheets, ticketing system, and web on computer screen

    • Classification*: Hourly/Non-exempt
    Position Type: Full Time
    Travel Requirements: None
    Direct Reports: None

    Qualifications

    Skills

    Required

    Multi-tasking

    Advanced

    Organizational skills

    Advanced

    Detail-oriented

    Advanced

    Computer skills

    Advanced

    Behaviors

    Required

    Team Player

    : Works well as a member of a group

    Dedicated

    : Devoted to a task or purpose with loyalty or integrity :

    Motivations

    :

    Education

    Required

    High School or better.

    Preferred

    Bachelors or better.

    Technical/other training or better in Computer Science or related field.

    Experience

    Required

    2-6 years:

    24/7 NOC

    2-6 years:

    Help Desk or Technical Call Center

    Licenses & Certifications

    Preferred

    Cisco Cert Netwrk Assoc

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