At NAVISITE - Part of Accenture, celebrating our employees and investing in their well-being and development is not just a priority or an initiative - it's woven directly into our company fabric. Our mantra and unofficial corporate hashtag #SoMuchGood is all about recognizing our team's commitment and achievements, both inside and outside the office. It's that theme that has driven a host of programs at Navisite - it's who we are. What we do is simple: We work hard, we have fun, we give back to the community and we never take our eye off the goal - creating a modern cloud MSP with a global, talented team of employees. Join us and be part of our team!!
Position Summary:
The NOC Engineer is responsible for customer service as it relates to the monitoring of customer applications and equipment. This position effectively handles customer calls and emails, answers questions, and routes incidents to the appropriate internal support groups when they cannot resolve the issues themselves (First Call Resolution). The NOC Engineer works closely with our monitoring tools to identify, document, and pass problems quickly to our engineering staff for immediate resolution.
Major Duties and Responsibilities:
• Working knowledge of all NOC monitoring tools (Atlas-OSS Stack), Zabbix, ServiceNow, and other ticketing tools.
• Provide first-level 24x7x365 escalation support for NaviSite customers.
• Answer customer calls and provide the highest level of customer service.
• Assist customers in correctly identifying the source of their problems and then remediating.
• Technical knowledge and proficiency with Windows, Unix, Linux, and general networking protocols.
• Maintain a thorough understanding of all NOC processes and implement them when and where appropriate.
• Document all calls and equipment issues with a high degree of detail and accuracy.
• Use a variety of tools (nslookup, ping, traceroute, browser, etc.) to quickly verify reported events.
• Ability to use remote administration software (Terminal Server, Remote Desktop, Telnet, etc.) to verify and correct reported incidents.
Required Qualifications (Skills/Abilities and Knowledge):
• Certification or related technical training with 3-5 years’ experience.
• Experience working in a 7x24 environment.
• Must have strong customer service and communication skills.
• Proficiency with troubleshooting Windows, UNIX, or Linux systems.
• Understanding of enterprise networking environments.
• Excellent organization and teamwork skills.
• Experience with basic network troubleshooting tools (ping, lookup, traceroute, etc.).
Education:
• College degree in a related field and/or practical experience in a related field.
• Certification or related technical training with 3-5 years’ experience in a NOC/SOC type environment.
• Strong ITIL Foundational v3/v4 understanding is a plus.
