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Interface Systems · 4 weeks ago

NOC Coordinator (Level 2 Support)- Fri-Mon 7:00-6:00PM

Plano, TX

Full-time

Hybrid

Entry, Mid Level

1+ years exp

Interface Systems is focused on providing enterprise-scale network customers with a world class support experience. The Level 2 Network Support Specialist is responsible for managing technical support and fault isolation for customer network services, ensuring effective communication and resolution of network issues.

Business IntelligenceEnergy ManagementInternetNetwork SecurityRetail TechnologySecurityVoIP

Growth Opportunities

Responsibilities

Lead and manage practical and highly effective technical communication cycles; both verbal and written

Effectively engages with a diverse internal and external audience. The customer audience includes technical personnel, management, operations, support, and field resources. Internal teams include Field Operations, Logistics, Delivery, Account Management, Network Engineering, and various vendors

Execute and/or guide logical network fault isolation processes; for example, a working understanding of Layer 1-3 networking fundamentals, demonstrated technical abilities supporting IP-based networks, voice services, associated network equipment, and variable network access types

Build and maintain enterprise-level client relationships to instill confidence in our product and life cycle management

Effectively operate within a fast-paced environment and proficiently negotiate demanding client requirements

Maintain contractual Service Level Agreements and on occasion conduct a root cause analysis around outliers to assist in instilling preventative measures with management

Recognize, identify, and prioritize support incidents in accordance with client business requirements, organizational policies, and operational impact

Required to work with cross-functional teams to drive expedient fault isolation diagnosis & resolution

Provides the primary organizational interface to the customer Managed Network Operations Center to Network Engineering

Actively support trouble ticket escalations as needed from Level 1. Will be second point of contact for Customer and Field Engineer channels

Maintain a thorough understanding of Internet network fundamentals, associated platforms, devices, and configurations. (IP Routing, DNS, Security, HTTP, VPN, etc.)

Maintain a thorough understanding of and retain practical experience supporting Local Area Networking technologies

Manage or assist on assigned projects and program components to deliver services in accordance with established objectives

Respond to inquiries from staff, administrators, service providers, site personnel and outside vendors to provide technical assistance and support

Analyze open cases and/or chronic locations by proficiently applying a logical process of elimination for troubleshooting network services, top down. This includes network equipment, carrier circuitry, customer wiring, customer hardware, and software applications

Proactively identify and manage problem management by analyzing and applying a logical process of elimination for fault isolation and resolution with repeat incidents and/or High LTE Usage

Work schedule flexibility, weekend and off hours support as required (structured rotations)

Qualification

IP-based networkingOSI ModelVoIP troubleshootingNetwork fault isolationIT Security best practicesMicrosoft Office proficiencyCustomer engagementWritten communicationVerbal communicationTeam collaborationSelf-motivationProblem-solvingAdaptability

Required

Bachelor's Degree or equivalent experience required

Minimum of 1-2 years of practical experience with a technology service provider

Very strong working knowledge and practical application of the OSI Model

Experience working within a technology delivery or support operation, ie. NOC, Field, Help Desk, Call Center, or Provisioning/Delivery organization

Knowledge of data networking, including TCP/IP, UDP/IP, ICMP, DNS, VPN, routing, bridging, and switching

Experience troubleshooting voice over IP (VoIP) services

Maintains strong values of integrity, commitment, and self-improvement

Solid understanding of IT Security best practices

Ability to work well with others on a team or alone on projects

Awareness of ITSM and ITIL platforms and process

Ability to demonstrate a high level of customer engagement and follow through

Strong written and verbal communications skills; both from a highly technical and very non-technical audience perspective

Strong working understanding of IP-based voice and data networking fault isolation fundamentals

Proven experience supporting technology services for large customers

Willingness to assume ownership and responsibility and seeing problems through to the end, and keeping all necessary parties informed throughout the process

Ability to work independently and manage priorities effectively

Possess strong diagnostic and fault isolation techniques

Proficiency with all primary Microsoft Office and related software applications

Working knowledge with surveillance monitoring tools such as Solar Winds (Orion), Icinga, FortiMonitor

Be a quick learner and possess a strong sense of self-motivation