NOC Technician

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Skyline Technology Solutions, LLC

Posted 2 months ago

Full Time

Glen Burnie, Maryland

Hybrid

Smart Summary

Responsibilities

The technician will evaluate and resolve network incidents, cases, and requests while maintaining accurate documentation in the ticketing system. They will also coordinate field dispatches and contribute to the creation of standard operating procedures.

Qualifications

We are seeking an analytical and problem-solving Network Operations Center (NOC) Technician, open to entry-level candidates with a passion for network management. Responsibilities include event, case, and incident management, customer communication, and contributing to knowledge base updates. Ideal candidates will have customer service experience and a willingness to pursue networking certifications.

Job Description

Our New Teammate

We are looking for an exceptionally analytical teammate with unrelenting and problem-solving skills to join our team of Network Operations Center (NOC) technicians. You're likely a great fit if you have experience (entry-level welcome) overseeing complex network components and engaging in network management.

Join our team of technicians and specialists and contribute to our team’s mission to continuously update the internal knowledge base with new support solutions.

You can expect to spend your time accomplishing the following:

  • 30% of the time on Objective 1: Event Management
  • 25% of the time on Objective 2: Case Management
  • 25% of the time on Objective 3: Incident and Request Response
  • 15% of the time on Objective 4: Operational Management
  • 5% of the time on Objective 6: Research and Independent Study

Job Responsibilities - What to Expect

  • Diligently evaluate incoming cases, incidents, problems, and requests to assess their impact and urgency and ensure they are worked on accordingly.
  • Consistently communicate with customers through the case management system/phone calls to discuss status updates in a timely and accurate manner.
  • Regularly document calls from customers and vendors in the ticketing system with all required information and assign/notify the proper teams.
  • Proactively follow up on tickets to ensure timely updates are entered into the ticket and/or problem tickets are created, when necessary, as incidents and requests are completed.
  • Promptly respond to all cases, events, incidents, and requests within the defined Service Level Agreement (SLA) targets.
  • Urgently perform a thorough investigation and follow-up of events and cases, ensuring no missed outages.
  • Effectively coordinate dispatches, including shadowing Dispatch to field locations for Break/Fix, working with the Field team for access procures, and Verifying sparing and equipment required.
  • Confidently assist in process creation and refinement and help write standard operating procedures for repetitive tasks.
  • Engage in continual professional growth in the networking field by pursuing vendor and technical certifications.
  • Expand your skillset, leadership, and management through continual personal development. Specifically using skyline library, participation in skyline training, or additional methods.

Your Knowledge & Expertise

  • Bachelor’s degree in computer science or engineering-related field (Preferred)
  • 1-2 years of experience working in a Network Operations Center (NOC).
  • 1-2 years of Customer Service experience.
  • CCNA/JNCIA certifications (or the ability to get one within 90 days of employment) are required.
  • Network+/Security+ certifications preferred.
  • General competency in networking principles and using ticketing systems such as ServiceNow.
  • Working knowledge of network monitoring systems such as Orion.
  • Familiarity with T1/Verizon Troubleshooting and repair.
  • Strong Microsoft Office Skills
  • Strong organizational, verbal, and written communication skills.

Working Conditions: This is a shift-based position that requires 1-2 days of onsite work. Day (8am - 8pm) and Night (8pm - 8am) shifts are available.

Benefits Included:

  • Medical Insurance
  • Vision Insurance
  • Dental Insurance
  • FSA Plan
  • Paid Time Off
  • 401K Retirement Savings Plan
  • Training & Tuition Assistance
  • Disability & Life Insurance

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Skyline Technology Solutions, LLC

Skyline Technology Solutions is a full-service IT integrator, enterprise solution provider, and product developer to transportation, education, and public safety customers in federal, state and local, and commercial spaces. Our mission is to build a more resilient and connected society. Since our inception, we have been passionate about two things: technology and people. We wanted to create a company that could solve complex problems in the communities around us while also building our connections to our employees and customers. We invest in the community around us by treating our employees and customers the way we would want to be treated. Our technology solutions enable communities to connect in ways that improve their lives, enhance public safety, and create economic growth. We believe in investing in our community in many ways and our customer success means a better connected society for everyone.
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