Remote Support Technician

The Network Operations Center (NOC) Sr. Engineer performs both technical and management duties that pertain to his/her shift. The individual is responsible for all operations on your shift and function as the technical and operations 'go-to' person. This includes:

• Provide Tier II/III level support for NOC, escalation support for NOC team
• Incident Management (ensuring all alerts, issues are accurately logged, reported and escalated appropriately)
• Troubleshooting network and server problems for fault isolation
• All levels of Systems Monitoring & Analysis
• Direct responsibility for Med -- High Priority Calls at all Severity Levels
• Problem Management (determining permanent solutions to unique or chronic problems)
• Writing resolutions and processes and contributing to internal Knowledgebase
• Change Management (suggestions and plans for change and following up on approved change implementations).
• May be required to create and present information to Internal and External Audience
• Personnel Development (task delegation, follow-up, contribute to personnel evaluations, team, group meetings)
• Train and Mentor Network Operations Center (NOC) Analysts.

Additional Duties or Requirements of Job:
• Maintains cooperative working relationships with staff members.
• Detail oriented and organized.
• Excellent written and oral communication skills to effectively convey complex issues in a concise manner.
• Ability to take and provide direction -- leadership skills.
• Team player.
• Excellent troubleshooting, communication, and customer service skills
• Familiar with a variety of the field's concepts, practices, and procedures.
• Technical expertise:
o Expert knowledge of networks, circuit routers
o High level understanding of TCP/IP, DNS, DHCP, VPN and other net-working principles
o Expert knowledge of Microsoft Windows operating system and associated server applications such as VMware, Citrix, and MS Application Servers (Exchange, SQL, etc.).

Type: Intermediate/Advanced, Technical
Skills /Experience: Network Engineer, CISCO experience and certifications, Customer Service, Expert knowledge in LAN/WAN Topology (e.g., T1, Firewall, Router, Server, Switch), Call Center, College Graduate or pursuing Technical Degree/certifications, superior communication and writing skills, ability to think, write, act in sequential/logical manner, ability to assess novel situations and provide unique solutions