NOC Technician

SGS Consulting; Austin (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

SGS Consulting is seeking NextGen Operations Technicians in Austin to perform high-availability incident response for remote hosted and Cloud-enabled customer operations, using ServiceNow Incident/Change/Problem Management.

You will monitor networks, triage incidents within SLAs, troubleshoot with SMEs, and provide technical support to customers via phone, email, and web portal, with effective stakeholder communication.

Qualifications

• Cisco CCST or CCNA certification is a plus.
• ITIL Certification preferred.
• AWS Cloud surveillance experience.
• Ability to read and interpret network drawings (Visio).
• Effective communication with others.

Responsibilities

• Respond to high-availability incidents for remote hosted and cloud-enabled customer operations.
• Manage incidents using ServiceNow including Incident, Change, and Problem Management.
• Perform remote network surveillance and rapid event response.
• Triage and resolve service-impacting incidents within SLA targets.
• Collaborate on complex troubleshooting with next-tier SMEs.
• Provide customer-facing technical support via telephone, email, and web portal; communicate with stakeholders during outages.
• Handle vendor ticket management.

Skills

IP networking

Network troubleshooting

Router/Switch hardware

Networking protocols

VPN

BGP

MPLS

SIP

Visio diagrams

Effective communication

NOC experience

Education

Cisco CCNA/CCST

ITIL Certification

AWS Cloud

Tools

ServiceNow

Visio

Job description

Job Responsibilities

NextGen Operations Technicians execute high availability incident response for remote hosted and Cloud enabled customer operations.ServiceNow Incident Management, Change Management, and Problem Management.Remote network surveillance and event response.Triage and resolution of service impacting incidents within SLA's.Participation in complex troubleshooting with next tier SME's.Customer facing technical support delivered via telephone, email, and web portal.Stakeholder communication during service impacting events.Vendor ticket management.

Skills

Working knowledge of IP networking and interoperability standards.1+ years of experience troubleshooting IP network connectivity.1+ years of experience troubleshooting service and hardware errors generated by routers, switches, terminal devices, servers, and endpoints.Working knowledge of networking protocols, such as VPN, BGP, MPLS, or SIP.Demonstrated ability to navigate and interpret network drawings (i.e., Vizio drawings)VPNBGPMPLSSIPDemonstrated ability to navigate and interpret network drawings (e.g., Visio drawings).Effective Communicate with others.Network Operations or Telecommunications industry experience

Education/Experience

Cisco CCST or CCNA certification a plus.ITIL Certification (Preferred).AWS Cloud surveillance.Demonstrated ability to navigate and interpret network drawings (e.g., Visio drawings).Effective Communicate with others..