NOC Associate

Sutherland Global Service Limited; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Sutherland Global Service Limited is seeking a 24x7 NOC-based technical support specialist in Hyderabad. The role involves handling 1st/2nd line phone support for NMS tickets, diagnosing Windows and Unix/Linux issues, and coordinating maintenance dispatches to restore service quickly.

The ideal candidate has 1+ year of NOC or help desk experience, strong TCP/IP and DNS knowledge, and solid customer service and teamwork skills. Shift work and a continental schedule are expected.

Qualifications

• 1+ years of 7x24 NOC experience or equivalent education.
• Previous Help Desk/Technical Call Center experience required.
• Advanced PC/laptop software knowledge and troubleshooting.
• Understanding of TCP/IP and DNS.
• Strong customer service and communication skills; team player.
• Ability to manage multiple tasks and prioritize effectively.
• Interpersonal skills for interaction with staff, clients, vendors and consultants.

Responsibilities

• Process incoming maintenance requests on a 24x7 basis and determine if dispatch is required.
• Provide 1st and 2nd level phone support for NMS tickets.
• Troubleshoot Windows and Unix/Linux desktop environments.
• Diagnose and resolve hardware/software issues including internet connectivity and LAN/WAN.
• Update customers daily on open tickets and ensure SLA adherence.
• Escalate complex issues to Tier 2 or Tier 3 as needed.
• Coordinate responses during outages under Tier 2 guidance.
• Maintain relationships with NOC teams and contribute to area improvements.

Skills

NOC experience

Help desk

TCP/IP & DNS

Customer service

Communication skills

Team player

Education

High School Diploma

College preferred

Tools

NMS tools

Ticketing system

Job description

Provide moderately complex technical support to clients via email, phone or other methods. Possess a good understanding of company's products and services, to include broadband, enterprise, network monitoring, and processing maintenance requests. Knowledgeable of concepts, practices and procedures associated with each product and service. Escalate complex issues to senior level Tier 2 or Tier 3 personnel as required. Reports to Supervisor or Manager but must be capable of making decisions and following through to resolve issues and restore customer service.

DUTIES AND RESPONSIBILITIES

• Process incoming maintenance requests on a 24x7 basis, determining if dispatch is required, and following through to ensure dispatch has been scheduled
• Provide 1st and 2nd level phone support for NMS tickets
• Experience with desktop operating systems including Windows and Unix/Linux
• Diagnose and resolve technical hardware and software issues involving internet connectivity, LAN/WAN
• On a 24x7 basis, utilize existing tools and systems to update customers in a timely fashion on all open tickets daily
• On a 24x7 basis, utilize existing tools and systems to properly progress open tickets to closure
• Respond in a timely manner on all proactive monitoring alerts and ensure progression is tied to contracted SLA's
• Provide instant message NMS support to Technical Support agents (both internal and external)
• When appropriate, escalation complex issues to Tier 2 or Tier 3 in a timely manner
• Coordinate responses and communication during outages under the direction of Senior-level Tier 2
• Suggest methods to improve area operations, efficiency, and customer service
• Build and maintain relationships with all NOC teams and perform all other tasks as assigned

QUALIFICATIONS

• 1+ years of 7 x 24 NOC experience, or equivalent education
• Previous Help Desk/Technical Call Center experience required
• Advanced PC/laptop software knowledge and skills, including installation, configuration, and troubleshooting
• Understanding of common Internet protocols, including TCP/IP and DNS
• Strong customer service and communication skills (both oral and written) and demonstrated ability to work as a team player
• Demonstrated ability to effectively manage and prioritize multiple tasks
• Effective interpersonal skills for interaction with all levels of staff, clients, vendors and consultants even in stressful situations
• A working knowledge of the systems, tools, and processes required to perform assigned tasks
• Experience and accuracy in configuring and troubleshooting the complete line of products and services
• A working knowledge of SageNet's network architecture, including hub, server, and NMS components
• Basic understanding of both Windows and Unix based platforms
• Demonstrated attendance reliability through history of minimal unplanned absences
• Flexibility to work any shift including holidays, weekends and nights, both on a semi-permanent or rotating basis as required
• High School Diploma, College preferred

WORKING CONDITIONS

• Corporate business office space
• Business casual working environment
• Shift work

PHYSICAL REQUIREMENTS

• Be able to sit for long periods of time without any problem
• Consistent use of hands and fingers for typing
• Consistent use of eyes to analyze spreadsheets, ticketing system, and web on computer screen.