Senior noc engineer job description

Who We Are:

Single Digits was started in 2003, and now has almost 6,000 customers, with over one million people authenticating on our networks daily. We design, install, and manage secure bulk wi-fi systems at leading hotels, senior living facilities, and student housing/apartment complexes. We offer a complete guest solution, including engineering, networking monitoring, multi-lingual support, and have over one million users authenticate on our networks daily. Thanks to our managed service business model, our clients are able to boost revenues, strengthen customer loyalty and better promote their own brands without capital expenditures.

What You'll Do:

The Sr. NOC Engineer is responsible for minimizing resolution time and decreasing call volume

Work across multiple shifts in a 24x7x365 operational team, driving the efficiency and effectiveness of the incident management process

Act as an escalation point for L1/L2/L3

Prioritize and manage multiple incidents simultaneously

Identify opportunities for service improvement and configuration standards

Train and share knowledge in areas of expertise with junior staff members

Present training opportunities to the leadership team

Requirements

CCNA/CCNP or comparable certification required, or complete within one year.

Extensive technical experience in a leadership or strong individual contributor role within NOC or Operations Command Center.

Flexibility in scheduling to regularly include 1st and 2nd shifts.

Benefits

Full Time position

Medical starting at approximately $140/mo. for individuals and $415/mo. for families.

Dental starting at approximately $10/mo. for individuals and $40/mo. for families.

Paid Time Off (PTO) - earn up to 17 days per calendar year, and 23 days upon your third year of employment!

PLUS Holidays - 9 per calendar year.

401(K) with a company match that is immediately fully vested!

Vision discounts.

Voluntary Life/AD&D.

Long Term Disability (LTD).

Employee Assistance Program.

Health and Wellness Program.

Flexible Spending Account.

Reimbursement Plans.

Domestic Partner benefits.

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, we comply with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

We are not currently sponsoring H1-B visas for this position.

*Single Digits does not accept resumes submitted by recruiting firms unless specifically requested by Human Resources. Unsolicited resumes will be ineligible for referral fees.

About us

National Grid is hiring a Senior NOC Engineer Tier II 1st SHIFT duty, for our Critical Network Infrastructure team in Syracuse, New York.

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.

To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

Job Purpose

The UTOC (Unified Technology Operations Center) Engineer 2 position is the first point of contact in resolving network issues and managing tickets. The person in this position is required to work in a team environment, under limited supervision and reports to the UTOC Manager. Due to the nature of UTOC's 24x7 support business, the UTOC Engineer 2 must be present in the UTOC at all times during the work shift.

The UTOC Team provides communication, information, and resolution to internal customers who call in with issues. As the first point of contact for the customers; the UTOC Engineer 2's goal is to provide an efficient and effective response to customer's problems and concerns by providing quick answers, escalations, straightforward resolutions, and accurate results.

Respond, coordinate, and follow-up on phone calls, e-mail, and web requests 35%

Troubleshoot and analyze network issues 20%

Reporting 15%

Incoming Call /Email Handling and Ticketing 15%

Personal Training and Career development 10%

Mentoring 5%

Key Accountabilities

* Answer incoming calls in a pleasant helpful manner
* Escalate issues to Senior Staff/Shift Lead/Shift Manager
* Perform incident documentation by creating tickets. Incident documentation includes selection of the affected party, prioritization of the incident, filling in the mandatory fields such as type and time of incident and a brief description.
* Research and resolve issues such as documentation requests, repeat issues, customer follow-up as appropriate, recommend any process improvements and provide shift turn over status.
* Perform notification and escalation of the incident as documented in customer specific procedures in accordance with established guidelines and standards.
* Be the front line to UTOC's technical support staff members by coordinating and routing incidents, calls and tickets
* Respond to network events, customer telephone calls and e-mails.
* Monitor the alarm activity through the software monitoring system
* Track incidents where applicable to verify that response times and availability requirements established in the SLA are met.
* Create and update tickets with 100% accuracy, following established procedures
* Execute projects given by Management
* Experience with Cloud computing and VMware
* Experience with SolarWinds monitoring
* Personal Training and Career development
* Mentoring

Qualifications

* BS in a Computer technology or related field
* Excellent customer service skills. Requires a minimum of 2 years of customer service experience.
* Exceptional written and oral communication skills. Must be able to document issues with a high level of accuracy and attention to detail.
* Ability to multitask in a fast paced and demanding environment.
* Experience and proficiency in the following areas:
* Telecommunication transport technologies
* Routing and Switching experience
* Fiber Optics (CWDM/DWDM)
* Wireless (Cellular/DAS, Microwave, Wi-Fi)
* Server operating systems
* CCNA or other related certifications a plus

More Information

Salary

$82,000 - $105,000 a year

This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.

National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.