Associate NOC Engineer

Job Description

We have a position for a Associate NOC Engineer with one of our clients in Atlanta, GA for an initial contract duration of 9 months.

The Associate NOC Engineer is responsible for the daily operations and support of Client Enterprises data and voice networks. The engineer will serve as first line of contact for Client Enterprises Inc. employees experiencing data or voice related issues across the enterprise network as well as the first POC for all Held Desk incidents and requests outside of standard business hours.  In the execution of the aforementioned duties, he/she will be expected to always maintain professional decorum, tact, and effectively oral and written communication with all customers.

• The position requires a combination of excellent people and customer service skills and mid to advance level troubleshooting and problem-solving experience in a Cisco data and voice network environment.  As well as a mid-level
• Ensures customer satisfaction by responding to client calls and emails in a timely manner.  Logs all customer inquiries and issues in Incident Management and tracks them until resolution and incident closure.
• Conducts 1st level problem determination using documented procedures and available tools.  Records issue symptoms and status information in a timely fashion in an effort to communicate with and properly utilize other CIS resources.
• Proactively monitor the network infrastructure using network monitoring system(s).
• Notify customers and proper repair agent upon trouble identification (alerts).
• Coordinate trouble resolution with the appropriate parties as necessary in order to minimize both customer and core network downtime.  Responsible for handling all interactions with a positive problem-solving attitude
• Take ownership of any such network issues and follow them through to resolution, ensuring consistent internal & customer contact/updates
• Properly document all support needs in the incident management system (Remedy)
• Complete every communication by appropriately setting expectations on the resolution time frame and notification(s)
• Make operational decisions based on retrieved data to ensure predetermined organizational objectives are met
• Adhere to escalation process and procedures
• Escalate troubles to 3rd party resources or Engineering as required
• Properly code trouble tickets using Ticket classification Guidelines. Utilize knowledge resources such as the Knowledgebase, Share point or other available information source to resolve all support needs
• Actively participate in training classes that are offered.

GENERAL NOC RESPONSIBILITIES:

 Character/Judgment:

• Appreciates and leverages the capabilities and ideas of all individuals
• Works effectively with individuals of diverse style, background, thoughts, perspectives, opinions, education, ability and motivation

Collaboration/Teamwork:

• Works effectively and cooperatively with others
• Establishes and maintains good working relationships across functions and organizational boundaries

Communications/Change Management:

• Convey information and ideas clearly through a variety of communication vehicles to individuals or groups that engages and helps them understand and retain the message
• Identifies how self and others are impacted by change
• Uncovers and voices different perspectives of change.  Advocates change and overcomes resistance

Customer Focus – Internal and External:

• Effectively meets customer needs by building productive customer relationships
• Seeks and acts upon input from internal/external customers
• Proactively anticipates customer needs, takes action by implementing solutions

Dependability:

• Establishes course of action for self and others to ensure that work is prioritized, organized and completed efficiently and effectively
• Ensures that work products are organized and delivered on time and within budget

Initiative:

• Examines issues or problems by breaking them down into logical parts to make an informed decision
• Takes appropriate action to ensure prevention of the problem or issue in the future

Operational Excellence:

• Provides value through high quality work
• Shows concern for all aspects of the job and accurately checks processes and tasks to ensure quality

 Results Orientation/Effectiveness:

• Examines issues or problems by breaking them down into logical parts and analyzing the current issue against similar issues or experiences to make a disciplined decision.  Takes appropriate steps or actions to ensure prevention of the problem or issue in the future
• Originates action to improve existing conditions and processes.  Actively seeks feedback to improve personal performance.  Leverages defined methodologies introducing improvement opportunities rather than reinventing work that was defined