NOC Engineer II

This position is remote, but candidate must live Tampa, Florida.

NOC Engineer II

The NOC Engineer II is responsible for providing tier II engineer-level support to UDT Service Provider customers across all services offered by UDT. This role involves direct interaction with UDT customers through various channels, ensuring high levels of customer service through prompt and accurate inbound and outbound communication with customers and third-party vendors to resolve support needs efficiently. The NOC Engineer II will receive escalations and support NOC I Engineers to drive resolutions for UDT customers.

In addition to proactively monitoring the UDT network, hardware, and related services, the NOC Engineer II will provide proactive communication in response to monitoring alerts while managing third-party vendors and onsite UDT resources to restore impacted services quickly and within defined SLAs.

Responsibilities

• Provides tier II engineering-level technical support to UDT customers via phone, email, and ticketing system. Interacting with customer leadership, technical representatives, and other technology services departments/personnel will provide high levels of customer service through each interaction and escalate needs requiring a more advanced level of knowledge to the appropriate NOC resource or specialized engineering department.
• Receive escalations from NOC I Engineers to help drive customer-focused solutions. Utilizing additional access, training, and guidance assist customers and NOC I engineers.
• Identify and facilitate training opportunities to improve the customer experience.
• Will utilize proactive monitoring tools to identify network failures. Upon identification, proactively contact the customer, and provide continuous updates to the customer through the resolution. Will manage and dispatch UDT resources and 3rd party vendors to identify and restore services.
• Utilizes active listening when engaging with customers to identify causes to complex issues. Uses the information gathered to accurately and consistently document customer interactions and next steps in a ticketing system to track progress and to enable effective Root Cause Analysis of reported issues.
• Provides guidance when major impacts are identified. Takes ownership and manages multiple high-profile customer needs. Proactively applies lessons learned, identifies trends, and provides solutions that drive UDT, underlying vendors, and management resources toward thorough resolutions.   
• Seeks continuous education and training of new and existing services, support policies, and customer requirements to stay up to date and appear professional and knowledgeable when interacting with customers.
• Will openly collaborate with team members to address emergency situations. Actively participates in customer investigations and triage by reviewing network reports, grooming data, and presenting findings up through the NOC leadership structure.
• Creates and submits knowledge base articles and standard operating procedures for review. Seeks and shares knowledge with all team members. Ensures UDT knowledge bases contain current and relevant data at all times and reports articles that need review
• Perform "on-call" duties as required, responding to certain types of after-hour customer issues or escalations from team members either through monitoring or voice communication. 
• Will participate in and occasionally lead customer environment upgrades to ensure secure and optimal network performance. 
• Other duties as assigned.

Qualifications & Experience

• Must be extremely customer-focused and team-focused. Willing to put the customer first and ensure they are engaged regularly. Be a productive, educated, advocate for the team and UDT, utilizing your past experience to provide the highest quality support possible.
• 3+ years of experience in local area networks, internet connectivity, or internet security appliances.   
• 3+ years of experience supporting routers, switches, or wireless access points.
• 2+ years of experience with DNS, SMTP, SNMP
• 4+ years of hands on/phone support work experience in a technical support or NOC role.
• 3+ years of working and documenting customer needs in a ticketing system. ConnectWise or similar is a plus.
• Experience with voice technology like PBX, VoIP, POTS, or PSTN preferred.
• Demonstrated ability to manage multiple demanding activities in a high performing department, resolving multiple complex engineering items through interactions with team members, phone calls, ticketing system, and e-mail.   
• Proficiency in MS Office Suite.

Education

• A bachelor’s degree in information technology or business is preferred and/or a combined technical certification and job experience is required.
• A current Cisco CCNA is required or CCNP preferred
• A current Fortinet FCA is required or FCP certification is preferred   
• Certifications such as ITIL Foundations or other equivalent technical certifications are preferred.   
• Any other certifications or professional development units (PDUs) are a plus.

Travel

• Must be able to travel as needed to Corporate Headquarters in Miramar FL or customer locations as requested

What UDT offers you

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to the organization. UDT’s Total Rewards package includes medical, dental, vision, life and disability coverage as of the 1st of the month, health savings accounts, flexible savings accounts, 401(k) plan with company match, 7 annual holidays and flexible time off options.

Join us and be part of an inclusive, energizing, and collaborative environment.  UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status