NOC Support Engineer

About Us:

Located in the Dallas – Fort Worth Metroplex, Cytracom has evolved from an established VoIP provider of business voice services sold through IT channels into a rapidly growing UCaaS provider that will DOUBLE in size this year! Communication is a critical component for everyday business and it’s our company mission to Connect the Modern Workforce! We have taken voice communications to the next level by adding mobility, desktop integration, and messaging to allow businesses, their employees, and now customers to stay in touch at any time in any location, any way they want! But we’re not done yet, there’s still more to accomplish!

As for our amazing team, we are always on the hunt for top talent to join the Cytracom family! We hold our company culture near and dear as it represents an intermix between passion for leadership and passion for an active, healthy life centered around family and friends. We love going to work and think you should too, so let’s connect!

Our Benefits:

• Medical, dental, and vision insurance is available
• 401K
• Disability and Life insurance
• Paid vacations and holidays
• Flexible PTO policy
• Casual, laid-back work environment
• Free refreshments
• Standing desks

Here’s a closer look at this key role:

As a Network Support Specialist at Cytracom you are a leading reason MSP’s and Customers elect to do business with Cytracom by delivering rapid remediation of all technical issues and preventing repeat instances as much as possible. In this role you will work to resolve complex networking issues in a fast-paced, and customer-critical environment. You will enable the networking support team to work to their full technical potential by defining network troubleshooting SOP’s, and serving as the senior escalation resource for all network support resources.

Responsibilities:

• Apply advanced networking expertise through both standard process as well as escalations to resolve issues that range from basic troubleshooting to highly-complex infrastructure issues
• Use judgment, creativity, and sound technical knowledge to obtain and recommend solutions to internal and external customers via a variety of mediums, onsite as needed
• Manage an internal knowledge base for network support
• Provide oversight of technical competencies of network support staff
• Assist network support team members with triaging and troubleshooting complex support issues and provide training as needed to prevent future technical triage challenges
• Assist the network support team in keeping documentation and standard troubleshooting steps up to date

Requirements:

• Strong networking/firewall knowledge and previous troubleshooting
• Recent experience using networking and debugging tools (ie. Wireshark, VoIPmonitor, and Graylog)
• Empathy for the customer and the ability to tailor communication for the given audience
• Professional courtesy and de-escalation techniques
• Passion for technology and their work
• Creative and analytical thinking
• Problem-solving mindset
• Ability to thrive under pressure

Job Type: Full-time

Pay: $65,000.00 – $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Allen, TX 75013: Reliably commute or planning to relocate before starting work (Required)

Work Location: Hybrid remote in Allen, TX 75013