NOC Technician

NOC Technician

• W2 candidates only
• 
  Onsite in Quincy MA to start

General Summary of Position:

• The technicians would eventually be responsible for handling customer calls, guiding clients and technicians through troubleshooting steps to resolve their technical issues and providing proactive monitoring and support.
• They would additionally be responsible for diagnosing network issues and ensuring they are addressed and resolved in a responsible fashion.
• They would be required to make use of internal SMEs and external resources to develop their technical knowledge along one of three primary practices: Network Security, Enterprise Networking, or Unified Voice and Application support.
• They would be responsible for collaborating with engineers and network architects to guide the implementation of improvements to new and existing customer networks.
• They would be responsible for observation and reaction to managed services monitoring tasks as outlined by department management.

Duties and Responsibilities:

• Remotely troubleshoot managed service-related issues on support calls with customers and/or field technicians
• Assist with the implementation and onboarding of innovative security and networking products, including in-house designed hardware solutions
• Professionally, accurately, and efficiently handle customer requests including technical and non-technical inquiries to any NOC related services
• Work with industry standard partners (Fortinet, Cisco, VMWare, etc.) on the support and implementation of nationwide networks
• Study and improve personal technical capabilities in enterprise networking, network security, and unified voice application support to contribute to the company mission at a higher level of expertise
• Manage a personal ticket queue to ensure timely resolution of ongoing tasks
• Collaborate with internal workflow specialists and NOC senior staff to ensure a high level of visibility and efficiency in personal day-to-day operations

Required Qualifications:

• 1-2 years in a technical support related role, or equivalent experience
• Understanding of networking standards, OSI model, subnetting and routing protocols
• Proven ability to prioritize with a sense of urgency and problem ownership
• Understanding of agile task management and project operations
• Ability to provide a high level of customer support to improve customer experience
• Ability to work well independently and in a team environment in a hybrid WFH model
• Must have the ability to be cleared for Public Trust P2 clearance

Preferred Qualifications:

• Understanding of modern enterprise networking and SD-WAN technology and products
• Understanding of SIP communication products and VOIP troubleshooting
• CCNA, Network+, or equivalent certification or higher
• Proficiency with Python, Javascript, or similar coding languages
• Telecommunications industry experience
• Prior public trust P2 security clearance