Job Listing: NOC 1st Level Support

Essential Job Functions:
Provides first-line network and systems surveillance and incident management support for our client as a member of a team/desk within the Network Operation Center (NOC).
- Perform initial troubleshooting, problem analysis and isolation of network and system events in accordance with the incident management guidelines
- Quickly identify and analyze network events from network monitoring system
- Troubleshoot, evaluate, track, and manage network problems and recommend the best solutions while escalating to higher tiers according to NOC procedures
- Follow through and assist in troubleshooting after escalating to engineering staff
- Respond to network activities, as required—this includes supporting SLA commitments between network operations and internal/external customers
- Facilitate and coordinate the flow of communications between the NOC and internal Open Access groups, as well as external vendors and customers
- Manage maintenance tickets within the guidelines of the Open Access procedures
- Provide input and feedback for the use and optimization of NOC network management tools as well as NOC processes and procedures
- Work with limited supervision (sometimes independently) while providing clear, documented activities to include customer or technical issues
- Understand and respond properly to escalation procedures
- Inform manager or supervisor in a clear, concise, and timely manner of any customer or technical issues.
- Provide quality, timely and accurate end-to-end support of any issues within defined areas of responsibility—this includes (but not limited to) phone and email along with documentation/tracking of the incident in the ticketing system
- Enter data into trouble ticketing system in an accurate and complete manner to document problems including diagnostic results and multiple product correlation as well as escalation and repair performance information.
- Maintain a professional attitude and appearance while exhibiting a personable, polite and patient behavior at all times
- Perform other related duties and tasks as assigned or as become evident
- Initiate customer communications when appropriate
- Perform turnover functions to incoming shift team members/management

Job Requirements:
- Basic understanding of DNS
- Basic network troubleshooting skills—including—but not limited to—‘ping’ and ‘traceroute’
- Basic understanding of LAN/WAN networks with ability to log on and perform simple diagnostic functions
- Experience in a centralized repair/troubleshooting/testing environment that included answering telephones, logging events in a ticketing system, and providing technical support and repair coordination
- Excellent interpersonal skills with emphasis on verbal/written communication including the ability to present performance feedback effectively and conflict resolution
- Strong customer service orientation
- Excellent analytical and decision-making skills
- Ability to work under pressure and within a fast-paced environment
- Ability to work independently as well as function successfully within a team
- Must be willing to work in an learning environment requiring adaptability, flexibility and excellent problem solving skills
- Assertive to drive issues as appropriate through to resolution, while maintaining professionalism in all communications with both internal and external
- Strong computer skills—including solid working knowledge of Windows-based applications
- Ability to read and interpret documents
- The NOC is a 24/7/365 operation. Employees must be willing and able to work rotating and/or non-standard work shifts, including evenings, overnight, holidays, weekends

Required Skills for NOC 1st Level Support Job:

About TEKsystems:

Join TEKsystems® and get your career on the fast track. As the leading technology staffing and services firm, we are passionate about deploying high-caliber IT and communications expertise. To satisfy our constant need for expertise, we actively seek talented Technical Professionals with all levels of information technology and communications skills. TEKsystems knows that every professional has different needs, so we'll work together to determine a suitable benefits package. We offer options to our Technical Professionals that could include: a health plan, 401k, provisions for vacation and holiday pay, and technical and professional training. With a foundation as the nation's largest IT staffing firm, we've become a billion-dollar services company by blending superior client service with an unrivaled ability to source and manage talent to precise specifications, resulting in successful technology executions. Allegis Group and its subsidiaries are equal opportunity employers. M/F/D/V