The Network Operation Center (NOC) Level I Voice Engineer provides technical support to clients enrolled in our managed services offering. Specifically, the engineer:
NOC engineers provide a highly diverse range of duties within our NOC and are required to ensure they support our customers in a timely, co-operative and professional manner. We interact frequently with vendor technical support, Telco service companies, and end-customer technical teams which requires clear and concise communications. NOC engineers work in partnership with our internal engineering team transitioning new clients into our NOC support center and must ensure a good overall understanding of the client systems and networks.
This is a 7/24/365 high volume technical support center that supports clients with extensive national and international presence.
PRIMARY RESPONSIBILITIES
- Manage and maintain the Monitoring Management Systems, Performance Management Systems, Configuration Management Systems
- Fault handling and escalation (identifying and responding to faults on Managed devices and Carrier PSTN/WAN)
- Addressing customer service requests/trouble tickets including fault resolution, configuration change requests, upgrade requests and MACD requests
- Managing and coordinating 3rd party suppliers (Cisco, Juniper and WAN/PSTN Carriers) on handling escalated issues through to resolution
- Maintenance of WIKI and technical documentation (for NOC) of processes and procedures used throughout normal operations
- Continued self-development with regards to technical knowledge particularly with regards to Cisco architecture and platforms
- Acknowledge and adhere to NDS information security program policies and practices as well as accountable for all information security responsibilities specific to this role as defined in the program.
EDUCATIONAL OR CERTIFICATION REQUIREMENTS
- Associate’s degree in Information Technology, Computing or other relevant area of study or equivalent work experience
- Cisco Certifications: CCNA, CCVP or CCNP/DP are desired
PREVIOUS GENERAL WORK EXPERIENCE
- 0-2 years previous technical support experience
- Previous direct client interface desired
BUSINESS SKILLS REQUIRED
- Work well in a busy team, being quick to learn and able to deal with a wide range of issues
- Strong analytical skills and able to collate and interpret data from various sources
- Ability to assess and prioritize faults and respond or escalate accordingly
- Ability to multi-task and prioritize work appropriately
- Good self-awareness – understanding skill/knowledge and when to escalate
- Actively seeks out tasks that help develop skills and knowledge
- Ability to work on own initiative
- Actively seeks ways of improving existing systems and processes
- ‘Can do’ attitude with flexible and adaptable approach to problem solving
- Co-operate with other teams. Actively encourage strong working relationships with other teams
- Diplomatic, consultative and professional client interactions while working through resolutions
- Clear and concise communication
- Diligence and attention to detail
TECHNICAL EXPERTISE REQUIRED
- Knowledge of networking devices and/or applications is required
- Basic network diagnostic skills
- Knowledge of the OSI model, switching and internet routing technologies
- Knowledge of network monitoring tools and protocols
- Knowledge of analyzing system and network performance using monitoring and graphical data
OTHER
- Required to work extended hours when necessary
- May be required to work weekends and holidays on occasion
- No travel required
The estimated base salary range for this job is $40,000-$55,000. The range represents a good faith estimate of the range that NDS reasonably expects to pay for this job at the time of the job posting. The actual salary paid to an individual will vary based on multiple factors, including but not limited to specific skills or certifications, years of experience, market changes, and required travel.
We expect all NCompass employees to continue developing their careers through performance and study. In return, we strive to provide a strong, long-term career path that provides both financial and professional rewards. A lot of companies talk about being employee focused, but we live it. (and have almost zero unwanted employee turnover to back up that claim!) NDS offers all of our employees great benefits, including ongoing professional training, health/dental/vision insurance, 401k participation, bonus eligibility, and much more. All candidates must be local to the Chicago, IL area, and must pass a drug test and criminal background investigation prior to starting. If you are interested in this position, please contact me immediately at . If this doesn't sound like the right opportunity for you, but you know someone who is qualified to join this team, please forward this information to them today!
ABOUT NETWORK DATA SYSTEMS
Network Data Systems (NDS), founded in 1997, is a proven leader as an IT Professional Services and Managed Services provider. We are a privately-owned company with 85%+ of our revenue from IT managed and professional services (not hardware) which means our people are the core of our business and success. The company, and our success, has been built on integrity and values to deliver high satisfaction to our employees and customers.
Services we provide include assessment, transformation, staff augmentation and managed services to enterprise and mid-market companies in the US and most-of-world markets. Network Data Systems also supports our customers with re-sale services of major IT manufacturers like Cisco, Juniper and Aruba/HPE and other providers. Many of our clients are Fortune 500 companies with complex systems, multi-national workforces, and challenging integration issues. They depend on us as a partner to have the technical know-how to pull it all together, design a smart and solid solution, and execute according to plan.
Our Remote Managed Services provides proactive monitoring and management services, 24x7x365. Our Network Operations Center (NOC) is 100% US based supporting customers premise based, cloud and hybrid IT technologies to include but not limited to: Local Area Network (LAN), Wireless, Wide Area Network (WAN), Software Defined Network (SDWAN), Unified Communications & Collaborations (UC) and Data Center Services. Our customers span multiple verticals to include Healthcare, Financial Services, Retail, Manufacturing, Education, Service Providers, and State and Federal Governments.
Network Data Systems holds major industry certifications with Cisco as Gold and Master Managed Services Partner, Aruba Gold Certified Partner, Juniper Elite Certified Partner, Microsoft Gold Partner, and other manufacturer certifications. Network Data Systems is ISO 27001 and ISO 27701 Certificated for security and privacy.
