Noc Engineer-Cottonwood Heights

Pay is negotiable. This is a contract to hire.

ESSENTIAL RESPONSIBILITES: other duties may be assigned

Monitors systems using the NMS system ensuring that tickets are raised and alarms responded to in a timely fashion.

Triages tickets escalated from guest and hotel call centers, account managers and field engineers.

REQUIREMENTS, EXPERIENCE AND COMPETENCIES:

Previous experience working in a NOC environment

Knowledge of network architecture and equipment – router, bridge, gateway, hub, OSI model

Experience in WAN/LAN environments, routers, servers and TCP/IP

Excellent interpersonal communication and customer service skills

Experience with data telecommunications products

Troubleshooting routing protocols – EIGRP and BGP

Switching – VLANS, configuring and troubleshooting.

WAN protocols – DSL, Cable, Ethernet services, MPLS.

Wireless networking

Cisco certifications preferred - CCNA

Linux/UNIX knowledge beneficial

High School diploma or equivalent required

Minimum four years experience in technical support or service related to IT / Telecoms

Self disciplined and motivated

Ability to work across geographical and cultural boundaries

Demonstrate effective customer relationship skills, organizational skills and thorough follow-through.

　

Responds to tickets to ensure adherance to SLAs and escalation processes. Is responsible for adherence to SLA’s and escalations.

Provides technical support to hotel staff, hotel guests and teams through remote troubleshooting and configuration.

Support conference guests experiencing network connectivity issues

Communicates ticket status to external and internal customers on a regular basis.

Perform Daily / Weekly / Monthly checks and diagnostics tests on lines and equipment. Perform troubleshooting on issues arising from test and report results.

Document and log all activity and information using the defined tools and procedures.

Identifies WAN issues, raises tickets and begins troubleshooting those issues.

Identifies ticket trends from ticketing system and reports.

Ability to work with demanding customers under pressure in a positive manner; ability and desire to take ownership for customer relationships.