Level 3 NOC Network Engineer

Level 3 NOC Network Engineer

We are seeking a Level 3 NOC Network Engineer that can work remote or out of our facilities to become an integral part of our team! You will be responsible for providing network technology support services, maintenance, and configuration services for existing systems as well as implementation and integration of new systems. You will work with IT enterprise architects and other IT partners. The position is responsible for remediation of network incidents from our customers in a variety of environments. Responsibilities include working in multiple ticketing systems, answering customer calls and escalating issues in a timely manner. This role is involved in planning, design, solutions development and capacity and performance management issues in supporting a client network. They receive direction from the manager responsible for the operations.

The incumbent must have a service-oriented mentality, a high sense of ownership of the problems and requests assigned, a focus on managing and resolving issues in alignment with the SLAs, establishing and maintaining communication with technology customers to keep them updated with status of their requests, initiating, and performing changes on production systems and proactively escalating any issues that cannot be resolved within the established timeframes. Working well in a team environment, ability to multi-task with minimal supervision and persistence with follow-up on issues is expected. Occasionally, based on business demand, you may be required to cover shifts outside your normal schedule.

Responsibilities:

· Establishes environment by evaluating performance issues including availability, utilization, throughput; planning and executing the selection, configuration; defining policies and procedures.

• · Deploying, managing and troubleshooting IT network systems.
• · Managing installation of hardware and cabling systems.
• · Monitoring the performance and capacity of network and computer systems.
• · Performing regular checks on network hardware and software.
• · Responding to network alerts and hardware malfunctions.
• · Diagnosing and troubleshooting network errors.
• · Tracking and documenting network issues and compiling incident reports.
• · Responding to user requests and providing network training.
• · Managing system backups and network security protocols.
• · Proven hands-on experience in a medium to large scale network environments
• · Triage alerts from local area networks (LAN), wide area networks (WAN), and other data networks
• · Perform remote remediation of Managed Services equipment for NOCDOC clients
• Experience with Layer 1 and Layer 2 troubleshooting; switches, routers, and other network related equipment and devices.
• Experience with Installation, Configuration, and high-level Administration of one or more of the following: Wireless Access Points, switches, routers, firewalls, workstations, and servers
• Assist with root cause analysis of incidents
• Assist with periodic network reviews and analysis
• Provide 2nd line technical support & incident management, monitoring for circuits and hardware. Report and track carrier issues, hardware RMA’s etc.
• Ability to build and execute a project plan for network changes.
• Occasional travel to client sites
• Required to be on call rotation
• Experience with IP address, VLAN, Firewall and Gateway configuration and troubleshooting.
• Work with off-net providers to troubleshoot connectivity issues with circuits or vendor supplied Customer Premises Equipment (CPE).
• Use various software systems and applications to effectively troubleshoot issues and equipment relating to underlying network connectivity, as well as to identify configuration and other related issues with managed services equipment.
• Train and mentor supported teams.
• Collaborate with and foster relationships with internal and external customers.
• Develop Standard Operating Procedures (SOPs) for remediating various technology issues.
• Develop and execute test plans to check infrastructure and system performance
• Maintains a broad knowledge of all Information Services software and hardware being utilized to be technically conversant at all levels of problem solving through reading, briefings, seminars, and classes.
• Provides problem resolution. Provides consulting advice for the user community in a manner that promotes a professional and customer service-oriented climate.
• Coordinates necessary second level support necessary to resolve problems in an expedient manner with least amount of impact to the users.
• Remediate network components/systems/applications for potential service outages or equipment failures and document events via event management system as they occur.
• Logs and tracks various types of requests to isolate and improve problem areas.
• Remediate network alarm conditions and relay details to the appropriate department.
• Produce, communicate, and maintain up-to-date, accurate documentation as required.
• Provides assigned training to less experienced personnel as required or scheduled.
• Assists management and or coordinating staff in preparing work schedules, completing reports and other assigned tasks.
• Becomes certified to operate and perform all duties of each identified shift independently.
• Identifies opportunities for improvement and offer/create viable recommendations/options.
• Escalates issues with accurate documentation and effectively communicate with other team members or departments when required to handle any escalating issues in a timely manner.
• Follow departmental downtime communications protocols/processes in detail.
• Provide new and up to date knowledge database information and follow documented standards for additions/modifications/changes.

Qualifications:

• 5+ years of work experience in a service operations center
• CCNP or equivalent experience is a plus
• Previous experience in networking, IT, or other related fields
• Perform networking and data center infrastructure activities for a variety of clients.
• Working with Team Members across the shift
• Familiarity with writing standard operating procedures
• Maintenance and support of network to ensure overall availability of data networks
• Meet Service Level Agreement requirements
• Strong troubleshooting and critical thinking skills
• Ability to work on other non-Cisco router sets IE: SonicWALL, Watchguard, Fortinet, Meraki. Understanding of NetFlow and ingress / egress of network traffic over different endpoints.
• Ability to triage incidents by priority levels and escalate where needed
• Understand SNMP / WMI protocols
• Any equivalent combination of experience and training/certification that provides the required knowledge, skills, and abilities needed to complete the major responsibilities/essential functions of the position
• Proficient in Networking, LAN, WAN Troubleshooting
• Strong attention to detail

Job Type: Full-time

Pay: $28.00 – $42.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Ability to commute/relocate:

• Raleigh, NC 27617: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Network engineering: 5 years (Required)
• LAN: 3 years (Preferred)

Work Location: Hybrid remote in Raleigh, NC 27617