SCOPE OF POSITION

Network Operation Center (NOC)  Support Engineer is an advanced technical individual responsible for addressing and resolving complex application and network problems on the .
The Support Engineer needs to have intimate knowledge of the internet and networking protocols along with excellent communication skills, allowing them to perform in-depth troubleshooting of intricate caching and streaming problems directly with customers. Additional responsibilities include supporting all NOC Technicians and escalated issues that fits the pre-determined criteria.

SPECIFIC RESPONSIBILITIES

Assist in monitoring all global servers, applications, network devices, connections and customer traffic utilizing specific tools

Provide support for escalated issues from NOC Technicians

Work with various subject matter experts to resolve escalated issues within the time constraints of the defined service level agreements

Be the primary Senior Technical contact for customers regarding escalated issues

Track all escalations and dispatches from the NOC Team as well as filling in for all NOC responsibilities as necessary

Provide monthly training to NOC Technicians on new features and enhancements as well as regular training on how to help reduce escalation of issues

REQUIREMENTS/QUALIFICATIONS

• BA/BS preferred (or equivalent experience)
• Experience with both Unix/Linux and Windows operating systems is required
• Minimum 3 years of experience working with proxy servers and internet technologies
• Possess a full understanding of web environments and architectures along with expert knowledge of HTTP, Flash/WMS, FTP, DNS, and other internet protocols
• Excellent knowledge of streaming protocols and formats like Flash and Windows Media Flash Players
• Focus on rich media delivery a plus
• Experience using Perl, shell scripting and command line tools with familiarity of web caching