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About the job
Job Summary
NOC Engineer:-
The NOC Engineer is responsible for customer service as it relates to the monitoring of customer applications and equipment. This position effectively handles customer calls and e-mail, 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. MAJOR DUTIES AND RESPONSIBILITIES
- Working knowledge of all NOC monitoring tools (Atlas-OSS Stack)
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- Provide first level 24x7x365 escalation support for Navisite customers
- Answer customer calls and provide the highest level of customer service
- Assist customers to correctly identify the source of their problems and then remediate
- 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 quickly verify reported events
- 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.) Education
Certification or related technical training with 3-5 years experience in a NOC/SOC type environment
Strong ITIL Foundational v3/v4 understanding a plus Related Work Experience
Prior experience working in a NOC/SOC environment
Prior experience partnering with internal offshore support teams EOE Race/Sex/Vet/Disability
Navisite is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Navisite is committed to diversity, and values the ways in which we are different.
NAVISITE - Part of Accenture, is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees. Navisite does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor.
Internal Applicants – No sponsorship available / External Applicants – Sponsorship not guaranteed. Any potential sponsorship depends on a number of factors, including but not limited to the local candidate pool and can vary from year to year.
You must ensure compliance with data protection legislation under the DPA, EU GDPR, any other applicable data protection legislation .