UDT ยท 6 hours ago
NOC Engineer I
TN, US
Full-time
Hybrid
Entry Level
4+ years expUDT is a technology enabler that helps clients in major industries evaluate, architect, provide, secure, and manage technology on the go, in the rack and in the cloud. The NOC Engineer I is responsible for providing engineer level support to UDT Service Provider customers, ensuring high levels of customer service and proactive monitoring of the UDT network and related services.
ConsultingInformation Technology
No H1B
Responsibilities
Provides engineering level technical support to UDT customers via phone, email, and ticketing system. Interacting with customer leadership, technical representatives, other technology services department/personnel will provide high levels of customer service through each interaction and escalates needs requiring a more advanced level of knowledge to the appropriate NOC resource or specialized engineering department
Will utilize proactive monitoring tools to identify network failures. Upon identification, proactively contact the customer, and provide continuous updates to the customer through the resolution. Will manage and dispatch UDT resources and 3rd party vendors to identify and restore services
Utilizes active listening when engaging with customers to identify causes to complex issues. Uses the information gathered to accurately and consistently document customer interactions and next steps in a ticketing system to track progress and to enable effective Root Cause Analysis of reported issues
Takes ownership and manages multiple high-profile customer needs. Proactively applies lessons learned, identifies trends, and provides solutions that drive UDT, underlying vendors, and management resources towards thorough resolutions
Seeks continuous education and training of new and existing services, support policies, and customer requirements to stay up to date and appear professional and knowledgeable when interacting with customers
Will openly collaborate with team members to address emergency situations. Actively participates in customer investigations and triage by reviewing network reports, grooming data, and presenting findings up through the NOC leadership structure
Creates and submits knowledge base articles and standard operating procedures for review. Seeks and shares knowledge with all team members. Ensures UDT knowledge bases contain current and relevant data at all times and reports articles that need review. Perform "on-call" duties as required, responding to certain types of after-hour customer issues or escalations from team members either through monitoring or voice communication
Will participate in upgrading customer environments to ensure secure and optimal network performance
Other duties as assigned
Qualification
Required
Must be extremely customer and team focused. Willing to put the customer first and ensure they are engaged regularly. Be a productive, educated, advocate for the team and UDT, utilizing your past experience to provide the highest quality support possible
2+ years of experience in local area networks, internet connectivity, or internet security appliances
2+ years of experience supporting routers, switches, or wireless access points
2+ years of experience with DNS, SMTP, SNMP
4+ years of hands on/phone support work experience in a technical support or NOC role
3+ years of working and documenting customer needs in a ticketing system. ConnectWise or similar is a plus
Demonstrated ability to manage multiple demanding activities in a high performing department, resolving multiple complex engineering items through interactions with team members, phone calls, ticketing system and e-mail
Proficiency in MS Office Suite
Must be able to travel as needed to Corporate Headquarters in Miramar FL or customer locations as requested
Reporting into the office with some optional remote working options available
Office setting with sitting for extended periods of time
Ability to lift 25lb
Preferred
Experience with voice technology like PBX, VoIP, POTS, or PSTN preferred
A bachelor's degree in information technology or business is preferred and/or a combined technical certifications and job experience is required
A current Cisco CCENT or CCNA certification is preferred
A current Fortinet FCE or FCA (NSE 3 or NSE 4) certification is preferred
Certifications such as ITIL Foundations or other equivalent technical certifications is preferred
Any other certifications or professional development units (PDUs) are a plus
Benefits
Medical
Dental
Vision
Life and disability coverage
Health savings accounts
Flexible savings accounts
401(k) plan with company match
7 annual holidays
Flexible time off options
Company
UDT
UDT is a technology enabler that helps clients in major industries evaluate, architect, provide, secure, and manage technology on the go, in the rack and in the cloud.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
H
Henry Fleches
Co-Founder, CEO
Recent News
Company data provided by crunchbase