Job Description
Insight Global is seeking NOC Technicians for one of our large telecommunications clients. These resources will be responsible for monitoring and maintaining the IP network and services. Day-to-day responsibilities include opening and resolving tickets, providing Tier I/II/III support in supported platforms, and cross-communication with field operations teams, tech support, and other groups to repair network equipment/facilities and work through escalations. During this activity, the NOC technician will record incidents and correlate them with the events, apply appropriate workarounds, communicate and coordinate resolution with other support levels including third-party partners and vendors, as appropriate. You will be responsible for inbound and outbound calls with pre-existing ticketing requests. This individual will work Monday- Friday, 8am-5pm Shift during the initial training period (1-2 months) then will be allocated to different shift after training is complete. On-call availability outside of business hours to resolve urgent network These resources should possess strong knowledge of Ethernet routers/switches and a thorough knowledge of telecom, network topology, and repair procedures. They should be able to take the lead independently and have a self-sufficient personality.
Key Responsibilities:
Ability to resolve Tier 1 network incident quickly and effectively while communicating in an empathetic manner with our customers.
Self-awareness and willingness to escalate issues and follow up to ensure incident resolution.
An analytical mindset that appreciates solving problems.
Good computer and written/verbal communications skills, solve problems effectively, possess the ability to take on new, demanding challenges, demonstrate the ability to assume new levels of responsibility and deal effectively with other people.
Required Skills & Experience
* 2+ years of experience as a NOC technician, or similar.
* Advanced knowledge of network technologies, connectivity, protocols, and security.
* Layer 1, Layer 2, Layer 3 experience (troubleshooting/ supporting)
* Superb analytical and problem-solving skills.
* Great interpersonal, communication, and collaboration abilities.
* On-call availability outside of business hours to resolve urgent network issues. MUST Have Open Availability
Nice to Have Skills & Experience
* Service Now experience
* Global Linking Solutions (GLS), Windstream, or United Private Networks (UPN) experience
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.