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Network Administrator II US - CMPCJP00048478

Louisville, Kentucky 40223

Post Date: 01/31/2018 Job ID: 18102 Industry: HELPDESK
3 months contract-to-hire role for a NOC (network operation center) Technician II in Louisville, KY   The NOC (network operation center) Technician II will work with all facets of monitoring, repair, internal and external customer service of a companywide managed services platform consisting of transport, switching, IP routers, servers, and applications. This positions also serves as an escalation point for troubleshooting computer hardware and software problems. QUALIFICATIONS:
• Ideal candidate must be self-motivated, organized and analytical; with a proven track record in knowledge of technology.
• Comfortable in the dynamic atmosphere of a technical support organization with a rapidly expanding customer base and technology span.
• Prior NOC experience is preferred.
• Must be able to communicate professionally in written responses to emails, service requests and trouble reports.
• 3-5 Years hands on experience working in a network operations environment
• Intermediate knowledge of TCP/IP, Ethernet, routing and switching technologies
• Extremely detailed oriented and able to follow standard methodologies for troubleshooting and monitoring
• Strong desire to advance and develop technical skills and work in a highly visible fast paced environment.
• Familiar with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Working experience with network management applications such as SNMP,
• Knowledge of Network Operation Center (NOC) processes and procedures is required. ESSENTIAL DUTIES AND RESPONSIBILITIES:
•  Business, Technical Knowledge & Judgment
o  Monitors customer networks using Compucom Tool set.
o  Identifies hardware, software, and other (e.g. environmental) alerts. This includes KPI degradation severe enough to cross predetermined thresholds.
o  Works to determine the cause of the problem.
o  Resolves first- and second- level technical issues.
o  Collects logs, error bundles and other necessary information, then escalates unresolved second- or higher-level issues promptly to Tier III Support
o  Escalates lower-level issues to Supervisor or Tier III support after agreed-upon durations after similar data collection.
o  Documents information on all incoming calls in the Compucom systems (ticket system) to track issue counts and response and resolution time.
o  Maintains dashboard and other portal content accessed by customers.
o  Provides after-hours and weekend customer support duties based on a rotating schedule.
o  Verifies daily that issues have received attention and that information or resolutions are communicated to customer and the TAC staff.
o  Interface with customers, engineers, vendor, technicians and management team to resolve issues and report any escalations
o  Ability to create, update and enhance written operating procedures using guidelines focused on ease of understanding and completeness
o  Conduct provisioning and decommissioning of equipment and the correct methodology of proper cabling and equipment racking
o  Conduct hardware and software problem analysis, identification, and resolution; execute problem documentation, escalation and notification procedures
•  Customer Satisfaction through Excellence
o  Responds rapidly to assigned issues to ensure internal and external customer satisfaction.
o  Regularly updates customers by telephone, email, or other appropriate means on the status of progress toward issue resolution.
•  Communication
o  Escalates higher-level or unresolved issues to Tier II and III to ensure prompt resolutions to customer issues.
o  Prepares weekly reports on issue activity and response time for the NOC Supervisor
•  Teamwork & Collaboration
o  Works directly with Tier II Technical Support and Field Engineers as well as external vendors and customer staff to resolve issues.
•  Initiative
o  Recommends changes or policies to increase department effectiveness and customer satisfaction.
o  Long or irregular hours are normal QUALIFICATIONS:
•  Ideal candidate must be self-motivated, organized and analytical; with a proven track record in knowledge of technology.
•  Comfortable in the dynamic atmosphere of a technical support organization with a rapidly expanding customer base and technology span.
•  Prior NOC experience is preferred.
•  Must be able to communicate professionally in written responses to emails, service requests and trouble reports.
•  3-5 Years hands on experience working in a network operations environment
•  Intermediate knowledge of TCP/IP, Ethernet, routing and switching technologies
•  Extremely detailed oriented and able to follow standard methodologies for troubleshooting and monitoring
•  Strong desire to advance and develop technical skills and work in a highly visible fast paced environment.
•  Familiar with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
•  Working experience with network management applications such as SNMP,
•  Knowledge of Network Operation Center (NOC) processes and procedures is required. EDUCATION and/or EXPERIENCE:
Bachelor’ s degree (B.A.) from a four-year college or university and two or more years related experience and/or training; or equivalent combination of education and experience. LANGUAGE SKILLS:
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write reports, business correspondence, and method of procedure documentation. Ability to effectively present information and respond to questions from groups of managers, clients, and customers. REASONING ABILITY:
Ability to define problems, collect data, establish factors, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.   #dice #NATIND

Olga Balakhchi
Recruiting Manager

Olga has spent more than 10 years as a Recruiter in a variety of industries, primarily focused on high-IT Profiled jobs. Most recently, she was with Catapult Staffing dealing with multiple clients nationwide filling different IT roles like Architects, Developer, Project Managers, QA Testers and Support Personnel. She is the one who helps linking great candidates to great opportunities! She is originally from Ukraine currently lives in Orlando, FL she has very pleasant accent, so apply to this position and she will definitely call you back ASAP! You can send your resume to her direct e-mail - olga.balakhchi@catapultstaffing.com

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