GTRI's NOC is run in a 24 hour environment. NOC Engineers must be able to work alternating shifts.

Actively monitors and engages in the management of assigned client networks for alarm conditions and response/remediation for client systems. Documents client information for communication to other staff for open issues and follow up per SLA's in a timely manner on customer reported issues and alerts. Responds to customer trouble tickets, analyzes and takes corrective action. Prepares reports and creates product accounts on a daily basis.

• Must become proficient on various technologies used by NOC
• Mentor and develop junior engineers
• Resolve Tier 2 Support Issues on first contact for various customer service requests
• Excellent written, verbal and communication skills
• Strong customer service skills and strong phone presence
• Monitor deployed production network elements
• Serve as primary initial responder within the Network Operations Center in notification, identifying, troubleshooting, and resolving network problems
• Strong analytical skills
• Must follow defined operating procedures
• Experienced in NOC operations, process management and customer service
• Document all customer communications and network-related activities in ticketing system
• Learn and master a variety of systems, applications and tools used in the NOC environment
• Address Issues reported to Managed Services Via Phone, Email or GTRI customer portal
• Escalate support issues per GTRI SLA escalation process
• Verify all escalated issues to make sure resolution per SLA
• Call each assigned customer on a monthly basis to verify quality of service and document any issues.
• Become SME on a assigned technology utilized by NOC and train rest of team
• Other duties as assigned

Required:

• Experience in a customer service role
• Must be able to obtain ITIL Foundation certification within 6 months
• At least 2 years' experience in at least one of the following technologies;
• Layer 2/layer 3 routing/switching, data center knowledge
• Converged network environments, particularly Cisco VOIP.
• Multiple routing & switching protocols.
• Experience with Cisco Voice
• MGCP/H.323 Gateways
• Unified Call manager
• Unity Voicemail
• Presence

Preferred:

• Cisco Contact Center Express (UCCX) experience is a plus especially advanced scripting
• 4 years' experience in at least one of the following technologies;
  • Layer 2/layer 3 routing/switching, data center knowledge
  • Converged network environments, particularly Cisco VOIP.
  • Multiple routing & switching protocols.
• Industry Certifications; VMware VCP, Citrix CCEE, CCNA, CCNA - Voice
• Experience with Unix and/or Linux.
• Experience with MS products such as; Windows, Exchange, Active Directory, SQL
• Experience with Microsoft Dynamics CRM case management tools
• ITIL v3 Certification
• Windows Performance Monitoring (Log analysis experience)
• Experience with load analysis, patches and updates, server utilities

Physical/Mental Demands & Environment:

• Must be able to carry 40 lbs. of equipment
• Must be able to sit for a majority of the work day with only short breaks
• Must be able to work alternating shifts in a 24/7 work environment

Education (Minimum Requirements):

• Bachelor's Degree or 3 years of equivalent work experience.

Clearance:

• None required.