NOC Engineer

Insight Global (United States); Norwalk (CT); In loco; USD 60.000 - 90.000; Tempo pieno

Descrizione del lavoro

Insight Global in Norwalk, CT is seeking a NOC Engineer to join INOC's Service Desk Team. You will be the first point of contact, handling calls, emails, and web requests, and coordinating incident tickets. The role requires presence in the NOC during shifts and a commitment to 24x7 support.

Responsibilities include ticketing, incident escalation, and collaboration with senior staff. Strong customer service, communication, and network-related knowledge are essential for success.

Competenze

• Minimum 2 years of customer service experience.
• Excellent written and spoken communication with attention to detail.
• Ability to multitask in a fast-paced environment.
• Experience in one or more of: Networking technologies, Routing & Switching, Fiber optics, Wireless, Linux, or Server OS.

Mansioni

• Answer incoming calls in a courteous, helpful manner and log incidents.
• Escalate issues to Senior Staff/Shift Lead/Shift Manager as needed.
• Create and update incident tickets with accurate details and timing.
• Research and resolve issues; document follow-ups and potential process improvements.
• Notify and escalate incidents per customer procedures and SLA requirements.
• Coordinate and route incidents, calls, and tickets across teams.

Conoscenze

Customer service

Communication

Multitasking

Networking concepts

Routing & Switching

Fiber optics

Wireless tech

Strumenti

Linux

Windows Server

Descrizione del lavoro

Job Description

The NOC Engineer position within INOC's Service Desk Team is the first point of contact answering phone calls and cutting tickets based on the callers needs. The person in this position is required to work in a team environment, under limited supervision and reports to the NOC Shift Manager. Due to the nature of INOC's 24x7 support business, the NOC Engineer must be present in the Network Operations Center(NOC) at all times during the work shift. INOC's Service Desk Team provides communication, information, and resolution to customers who call in with issues. As the first point of contact for the customers; the NOC Engineer'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. Basic time allocation between position responsibilities is as follows:Respond, coordinate, and follow-up on phone calls, e‑mail, and web requests 35%Troubleshoot and analyze issues alongside higher tiers of support 30%Incoming Call /Email Handling and Ticketing 20%Personal Training and Career development 10%Mentoring 5%

Responsibilities

• 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 turnover 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 INOC's technical support staff members by coordinating and routing incidents, calls and tickets
• Respond to network events, customer telephone calls and e‑mails (collectively referred to as "incidents").
• Monitor the alarm activity (includes multiple customers and INOC internal infrastructure) 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
• Use proper spelling, grammar, and context when updating tickets or sending emails
• Execute projects given by Management
• Personal Training and Career development
• Mentoring
• Responsible for INOC's information security by preserving the Confidentiality, Integrity, and Availability (CIA) of INOC's client and INOC's internal information assets in accordance with INOC's Information Security Management System.

Skills and Requirements

• 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, depending on assigned NOC, one or more of the following areas:
• Telecommunication Technologies (Cable/DSL, T1, DS3, Fiber, etc)
• Routing and Switching experience
• Fiber Optics (CWDM/DWDM)
• Wireless (Cellular/DAS, Microwave, Wi‑Fi)
• Server operating systems
• Linux

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].