NOC Technician — Cloud & Incident Response

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

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.