Network Operations Center (NOC) Technician I

As a Network Operations Center (NOC) Technician I, this role is responsible for handing the disposition of tickets from customers, interpreting alerts generated by monitoring and alerting systems, following defined processes for problem classification, troubleshooting and escalating to higher level technical resources in a timely manner to ensure prompt and accurate resolution of service impacting incidents. Team Members in this role are responsible for opening incidents with carriers, validating and troubleshooting circuits and devices to ensure expedient and accurate incident resolution.

Location

San Salvador, El Salvador

Responsibilities

  • Monitor client infrastructure environment and devices for stability and performance in order to maintain 24x7 operations and resolve service impacts as they occur
  • Manage a queue of work requests to meet service levels and SLA objectives
  • Resolve incidents efficiently and collaborate with peer technical staff and service providers to facilitate efficient time to resolution in accordance with established processes and procedures
  • Document problem descriptions and detailed problem diagnosis with accuracy and compliance with established practices. Review and where necessary update the tracking of problems in known error database system
  • Observe root cause analysis and post incident review documentation
  • Participate in the transfer of information from one shift to the next

Minimum Qualifications

  • 2 year degree in MIS or similar technical program or acceptable industry and work experience
  • 2+ year’s demonstrable experience in technical support
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Good written and oral communication skills; good interpersonal skills
  • Excellent analytical, problem-solving, and mathematical skills
  • Logical and efficient with a keen attention to detail
  • Flexibly to adapt to a changing environment while under pressure
  • Strong customer service orientation
  • Must be a self-starter that is reliable, punctual, and consistent with experience working in a team-oriented, collaborative environment
  • Familiarity with systems configuration, security principles, and maintenance best practices
  • 0-2 years’ experience with monitoring tools, techniques, alerting and notification processes
  • 0 -2 years’ experience with fault isolation, testing procedures, and data mapping tools
  • Knowledge of TCP/IP fundamentals and commonly-used network protocols (MPLS, IPv6, Multicast, OSPF, BGP, IS-IS)
  • Effective troubleshooting skills related to LAN/WAN networking
  • Ability to communicate effectively in a positive/upbeat fashion utilizing English, both in oral and written form
  • Have interpersonal skills with focused attention to client needs to deal effectively with all business contacts
  • Work varied shifts, including weekends and holidays
  • Additional related experience / Networking certifications may be substituted for two (2) years of the educational requirement. (Example: CCNA/CCNP)