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Tier II 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.

 

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