NOC Support Engineer

TNS Inc.; Reston (VA); On-site; USD 80,000 - 85,000; Full time

Benefits offered by this job

Medical and dental coverage

Life insurance

Paid holidays and vacations

401K plan with company match

Job summary

TNS Inc. is seeking a Technical Support Engineer for the Financial Markets Global IP Desk in Reston, VA. You will resolve complex IP network issues, configure routers, coordinate vendor support, and manage incidents with a focus on service reliability.

You will work with Cisco/Arista/Juniper gear, participate in change management, and provide after-hours escalation on a rotating schedule, supporting a 24x7 global team.

Qualifications

• TCP/IP, VPN, MPLS and routing knowledge (OSPF, BGP, EIGRP, RIP, IS-IS).
• Hands-on configuration of Cisco, Arista and Juniper routers and switches.
• ITIL Certification
• Experience with Microsoft Office, communications software, and Visio.
• Hardworking, focused, thorough, and punctual.
• Proficient at multitasking.
• Experience with external customers.
• Experience supporting NOC environments.
• Computer Science or applicable degree, or equivalent work experience.
• Experience in financial markets support roles or with a managed service provider/vendor.
• Understanding of Financial Markets (Equity, Futures, Options).
• Advanced knowledge of exchange market data and order routing protocols.
• Experience supporting multicast market data streams.
• Experience with Change Management Processes.
• 3-5 years' experience troubleshooting circuits.
• 3-5 years' experience with Network Operations and Troubleshooting.
• Excellent written and verbal communications skills.
• Self-starter with drive to develop skills and knowledge.
• Team player with attention to detail.
• Direct trading experience advantageous.

Responsibilities

• Provide support for global TCP/IP, VPN and MPLS networks (OSPF, BGP, EIGRP, RIP, IS-IS).
• Hands-on config/troubleshooting of Cisco, Arista and Juniper devices.
• Vendor management, liaising with Cisco and Juniper TAC.
• Second-level network and protocol troubleshooting.
• Coordinate network maintenance per Change Management Policy.
• Provide on-call escalation support on a rotating basis.
• Operations readiness and handover support to NOC.
• Incident management with minimal service impact.
• Monitor event management systems and inbound customer communications.
• Raise incident tickets in the IT service management system.
• Provide triage and engage NOC engineers to resolution.

Skills

TCP/IP

VPN

MPLS

Routing knowledge

Excellent communication

Self-starter

Team player

Multitasking

Customer-focused

Education

Computer Science or related degree

Equivalent work experience

ITIL Certification

Tools

Cisco

Arista

Juniper

Microsoft Office

Visio

Job description

Overview

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence! Overview The Financial Markets Global IP Desk will contribute to the success of the team supporting the stability and availability of the TNS Financial Markets infrastructure and services by raising service incident tickets and assigning them to an appropriate engineer. This position is part of the Global IP Desk with a close relationship to the Technical Support Group which serves as second level escalation on all IP related Network Control Center issues. Primary responsibilities will be to resolve any issues including complex IP network routing, hardware, and protocol issues on the TNS global core and Financial Markets network. This will also include opening tickets with Vendor Help desks (Cisco and Juniper TAC) and escalating problems for engineering support when necessary. The technical support engineer will also be responsible for maintaining and updating assigned tickets providing peace of mind. This is a customer facing role, with the individual responsible for delivering quality service and support to TNS customers. The role being within the Financial Markets industry, liaising with TNS customers' technical representatives requires solid technical understanding in relation to network, systems infrastructure and datacenters, as well as understanding of Financial Markets and Financial Exchanges.

Primary Responsibilities

• Provide support of global large scale TCP/IP, VPN and MPLS networks to include OSPF, BGP, EIGRP, RIP, IS-IS protocols
• Hands-on configuration and troubleshooting of Cisco, Arista and Juniper routers and switches
• Vendor management, to include extensive interface with Cisco and Juniper TAC
• Second-level network and protocol troubleshooting and debugging
• Coordination, scheduling and support of network maintenance and change management activities . Any change in network is scheduled as per the Change Management Policy, including second sighted to avoid any errors for that change during its implementation.
• Provide on-call escalation support which includes after hours availability on a rotating schedule
• Operation Readiness, final checks for project acceptance into the NOC for handover support.
• Incident management, ensure all clients and network incidents are restored with minimal service impact.

Key Responsibilities

• Monitor TNS's various event management systems.
• Monitor and manage inbound customer email.
• Respond to inbound telephone calls to TNS Network Operations.
• Raise incident tickets on the TNS Incident Management ticketing system
• Provide triage for incidents following defined runbooks.
• Engage NOC engineers on incidents to see the incident through to successful resolution.
• Work as part of a global team that provides 24x7 IP Desk coverage on a rotation basis.

Qualifications

• TCP/IP, VPN,MPLS and routing knowledge (OSPF, BGP, EIGRP, RIP, IS-IS).
• Hands-on experience with the configuration of Cisco, Arista and Juniper routers and switches.
• ITIL Certification
• Experience with Microsoft Office software, communications software, and Visio.
• Hardworking, focused, thorough, and punctual.
• Proficient at multitasking.
• Experience working with external customers.
• Experience providing support for NOC environments.
• Computer Science / applicable degree, or equivalent work experience is preferred
• Experience in a financial industry support role, preferable with a Financial Markets managed service provider or independent software vendor
• Understanding of Financial Markets (Equity, Futures, Options)
• Advanced knowledge of exchange market data and order routing protocols
• Experience supporting and troubleshooting multicast market data streams
• Experience with Change Management Processes
• 3-5 years' experience with troubleshooting circuits
• 3-5 years' experience with Network Operations and Troubleshooting
• Excellent communication, customer, and time management skills
• Self-starter with a drive to develop own skills and knowledge
• Team player with good attention to detail
• Direct trading experience advantageous
• Strong written and verbal communications skills required.

Compensation

For this role, we anticipate paying $80,000 - $85,000 annually. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location.

Benefits

• medical and dental coverage
• life insurance
• paid holidays and vacations
• 401K plan with company match

Company Culture

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

Equal Opportunity Statement

TNS is an equal opportunity employer.

TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

About TNS

With employees based in 21 countries around the world, TNS is a leading global provider of data communication and interoperability services to diverse industries, such as retail, banking, payment processing, telecommunications and the financial markets.

TNS services extend to over 60 countries and we deliver mission critical solutions to many Fortune 500 companies.

TNS employees play a vital role in the delivery of our services and we recognize them as our most valuable asset.

We are proud to offer competitive salaries and benefit packages, and due to the global nature of our business we can offer opportunities to relocate to different locations, if your personal circumstances change.