NOC Project Lead

The NOC Project Lead position is a hybrid position in the Tilson Network Operations Center. The Tilson NOC operates 24 hours a day, 7 days a week and 365 days of the year. This position may involve rotational shift work.

The NOC Project Lead will work day-to-day directly with a valued customer in their workspace, technicians in the field, other customer NOC staff and support Tilson network build operations teams. This position requires a high degree of customer service and much of the person’s time will be spent interacting with clients at the desktop level. Stressful situations may arise when working with customers, and calm and professional demeanor is required.

The position requires an aptitude for information technologies with a focus on data networking, systems engineering and Cyber Security. The technician will monitor and manage customer networks through network and element management systems. This position will focus on operational management, and not a design role. The position will provide advanced training opportunities and exposure to a wide array of new technologies.

Responsibilities

• Report daily to customer office and provide direct IT support for customer business.
• Monitor network management systems supporting customers throughout the U.S.
• Use of element management systems to troubleshoot network and device problems
• Use trouble ticking systems to document, escalate and track customer issues
• Troubleshoot and escalation problems in keeping with customer service level agreements
• Network equipment configuration, maintenance, and troubleshooting
• Directing system installations and integrations
• Defining, documenting, and enforcing system and network standards.
• Daily interactions with clients and potential customers including providing updates, progress trackers, and attending remote meetings and presentations.
• Position is shift-based and may include day, mid, night or weekend shift work in a 24x7x365 operation
• Assist team with documenting processes and procedures for customer runbooks

Qualifications

• 4 or more years of experience in information technology environments providing first-line customer support
• 0 – 3 years in a network operations center
• Energy, enthusiasm, excellent teamwork, and attention to detail
• Strong background in desktop and systems support and operations
• Experience with help desk ticketing systems, change order processes, and logging systems a plus
• Strong understanding of IP routing and switching technologies
• Understanding of IP protocols including TCP/IP, HTTP, HTTPS, IPsec, and SNMP
• Experience with RF/wireless technologies
• Proficiency in MS Office (including Visio) and Google Earth
• Excellent verbal and written communication
• Strong project management skills to ensure deadlines are met
• Willingness to learn new skills, software, and technologies
• Networking certifications, such as Network+, Juniper, Microsoft or Cisco, are highly desirable desired but not required
• Ability to pass a background check

Travel Expectations

• Travel to the Denver, Portland or other Tilson office locations may occasionally be required
• Occasional shift work may be performed at company offices for teamwork training
• Expected travel is less than 20%

Job Type: Full-time

Pay: $52,000.00 – $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Compensation package:

• Overtime pay
• Weekly pay

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Mobile, AL: Reliably commute or planning to relocate before starting work (Required)

Experience:

• TCP/IP: 3 years (Preferred)
• Cyber Security: 3 years (Preferred)
• Troubleshooting: 3 years (Preferred)

Work Location: One location