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Tier II NOC Engineer

Atlanta, Georgia

Post Date: 08/04/2017 Job ID: 1308 Job Category: NOC

Tier II NOC Engineer

 

Tier II NOC Engineer Summary:

The Tier II Network Operations Center Engineer is responsible for monitoring and escalation of network, server, and facility issues. This individual utilizes support from technical experts within the organization and third parties to resolve problems and takes responsibility for handling incidents and following them through completion. Job duties also include documenting the problems encountered and techniques used for future reference.

 

Tier II NOC Analyst Responsibilities:
  • Managing your assigned ticketing queue
  • Meet key service level metrics that will be monitored by the NOC Leadership
  • Follow specific rules of engagement per client
  • Utilize layer one troubleshooting to diagnose the problem
  • Be able to clearly communicate to a non-technical employee on finding and troubleshooting the equipment onsite
  • Be able to document and understand next steps based on your troubleshooting discoveries
  • Engage carrier for isolation and escalation
  • After determining an issue to be related to the carrier for the specific network, engagement and escalation of that carrier must be treated as a high priority to resolve an incident
  • Follow the specified rules of engagement for each carrier
  • Communication to the client
  • Consistently communicate the status to the end user affected
  • Consistently update the ticket with detailed status
  • Resolve higher level network issues

Tier II NOC Analyst Required Experience:
  • Two or more years of experience within a service/help desk environment
  • Two or more years of experience working with a ticketing system (Documenting a timeline of events to resolution)
  • Two or more years of experience troubleshooting enterprise routers and switches
  • Experience with VoIP or SIP troubleshooting
  • CCNA certification

Tier II  NOC Analyst Desired Experience:
  • CCNP
  • CMNO – Cisco Meraki Network Operator
  • CMNA – Cisco Meraki Network Administrator
  • ITIL
  • CompTIA A+
  • CompTIA Network+

 

John Hamilton
Manager of Recruiting

Interested in joining our Recruiting Team? At Resolution Technologies, we work to provide unrivaled quality and service to our clients and consultants. Please don't hesitate to contact me if you have any questions about this position.

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