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Tier I NOC Engineer

Atlanta, Georgia 30071

Post Date: 01/22/2018 Job ID: 1372 Job Category: NOC

TIER II NOC ANALYST

Required Certifications/Knowledge:

·         CCNA or equivalent knowledge and experience

 

Desired Certifications/Knowledge:

·         CCNP

·         CMNO – Cisco Meraki Network Operator

·         CMNA – Cisco Meraki Network Administrator

·         ITIL

·         CompTIA A+

·         CompTIA Network+

TIER II NOC ANALYST

Desired Experience (If no certifications):

·         2 or more years within a service/help desk environment

·         College experience within an IT field

·         2 or more years working with a ticketing system (Documenting a timeline of events to resolution)

·         2 or more years troubleshooting enterprise routers and switches
  • 2 or more years troubleshooting enterprise WAN (T1, MPLS)

·         VoIP / SIP troubleshooting

·         Cisco Meraki troubleshooting

 

TIER II NOC ANALYST Daily Responsibilities:

·         Managing your assigned ticketing queue

·         Professional, timely and detailed updates within all tickets assigned to you

·         Meet key service level metrics that will be monitored by the NOC Leadership

·         Follow specific rules of engagement per client

·         Properly set next steps for each ticket that allows for a client or NOC Leadership to identify the progress of each ticket

·         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

·         If trouble resolved, documenting and closing the ticket out in a timely and detailed fashion.

 

Christian Wright
Technical Recruiter

I'm happy to connect you with your next career challenge. Whatever your needs are, we at Resolution Technologies promise to provide unrivaled quality and service. Please don't hesitate to contact me if you have any questions about this position.

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