Job Purpose

As a Tier 2 NOC Associate, you will be responsible for providing technical support to our global client base. Our 24/7 NOC monitors and remotely troubleshoots a diverse list of hardware manufactures using standard and custom-built tools across a variety of network topologies. The NOC works with internal and external IT professionals to implement network configurations and replace hardware when necessary. As this industry diversifies and enterprises adopt new technology, it is more important than ever to develop the skill set to support and manage this technology effectively. The ideal candidate is highly energetic, self-motivated and driven to excel in cutting edge technology. A successful NOC Representative embraces working in a company with many responsibilities and opportunities to learn. In addition, this person must be willing to work flexible hours in a technology call center to accommodate our clients across the U.S.

Duties and Responsibilities

• Monitor networks proactively to identify service impacting events
• Troubleshoot network connectivity issues across a wide range of networking hardware for client's networks
• Resolve connectivity problems by clarifying the customer's complaint; identifying the cause of the problem; selecting and explaining the best solution to the problem; expediting correction or adjustments; and following up to ensure resolution
• Manage inbound calls, outbound calls and e-mails within a 24/7 Network Operations Center
• Utilize the internal ticketing system to log all requests and activities
• Adhere to NOC principles and guidelines set forth by management
• Provide superior customer service by being courteous, knowledgeable, and professional
• Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests
• Escalate problems to the appropriate organization or external vendors as required to achieve resolution
• This position has a rotating on-call requirement. Periodically throughout the year you will be expected to be on-call for remote support.

Qualifications

• 2 years of 7 x 24 NOC experience, or equivalent experience
• Previous Help Desk/Technical Call Center experience required
• Advanced PC/laptop software knowledge and skills, including installation, configuration, and troubleshooting
• Understanding of common Internet protocols, including TCP/IP and DNS
• Strong customer service and communication skills (both oral and written) and demonstrated ability to work as a team player
• Demonstrated ability to effectively manage and prioritize multiple tasks
• Effective interpersonal skills for interaction with all levels of staff, clients, vendors and consultants even in stressful situations
• A working knowledge of the systems, tools, and processes required to perform assigned tasks
• Experience and accuracy in configuring and troubleshooting the complete line of SageNet's products and services
• A working knowledge of SageNet's network architecture, including hub, server, and NMS components
• Basic understanding of both Windows and Unix based platforms
• Demonstrated attendance reliability through history of minimal unplanned absences
• Flexibility to work any shift including holidays, weekends and nights, both on a semi-permanent or rotating basis as required
• High School Diploma, College preferred
• Network+, A+, CCENT, or CCNA preferred

Working Conditions

• Corporate business office space
• Business casual working environment
• Shift work
• On-site Gym and Personal Trainer
• Game Room/Break Room with Pool Table, and Table Tennis

Physical Requirements

• Be able to sit for long periods of time without any problem
• Consistent use of hands and fingers for typing
• Consistent use of eyes to analyze spreadsheets, ticketing system, and web on computer screen

Classification*: Hourly/Non-exempt

Position Type: Full Time

Travel Requirements: None

Direct Reports: None

Attention All Third-Party Agencies, Headhunters, and Recruiters

SageNet will not accept candidate submission by unsolicited third parties through this site or any company email address. All unsolicited candidates presented to SageNet will be considered the property of SageNet. SageNet will not be responsible for any fees associated with unsolicited candidates, nor will a contractual relationship be formed by the submission. SageNet is not obligated and will not under any circumstances pay any fees to said third parties submitting candidates in this manner. SageNet only forms contracts with recruiters with whom we have an established business relationship and with whom we have in place a signed agreement. All contact with SageNet from third parties must be through our Talent Acquisition Department. Any contact made outside of the SageNet Talent Acquisition Department by a third party will cancel any future business relationships between the third party and SageNet.

Please contact [email protected] for any questions.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)