At NAVISITE - Part of Accenture, celebrating our employees and investing in their well-being and development is not just a priority or an initiative - it’s woven directly into our company fabric. Our mantra and unofficial corporate hashtag #SoMuchGood is all about recognizing our team’s commitment and achievements, both inside and outside the office. It’s that theme that has driven a host of programs at Navisite - it’s who we are. What we do is simple: We work hard, we have fun, we give back to the community and we never take our eye off the goal - creating a modern cloud MSP with a global, talented team of employees. Join us and be part of our team!!
Our NOC Engineer is responsible for customer service through monitoring customer applications and equipment. This position handles customer calls and e-mails, answers questions, and routes incidents to the appropriate internal support groups where they are unable to resolve the issues themselves (FCR-First Call Resolution). Our NOC Engineer also works closely with our monitoring tools to quickly identify, document, and pass problems to our engineering staff for immediate resolution.
Location: This position will work from our office in Andover, Massachusetts.
Shift: This position is a night shift on Monday through Friday from midnight to 8am.
Responsibilities
- Provide first level 24x7x365 escalation support for Navisite customers
- Answer customer calls and provide the highest level of customer service
- Assist customers to correctly identify the source of their problems and remediate issues
- Maintain a thorough understanding of all NOC processes and implement them when and where appropriate
- Document all calls and equipment issues with a high degree of detail and accuracy
- Use a variety of tools (nslookup, ping, traceroute, browser, etc.) to quickly verify reported events
- Use remote administration software (Terminal Server, Remote desktop, Telnet, etc) to verify and correct reported incidents
Qualifications
- College degree in related field and/or practical experience in related field
- Strong ITIL Foundational v3/v4 understanding a plus
- Certification or related technical training with 3-5 years of experience in a NOC/SOC environment
- Experience working in a 7 x 24 environment
- Working knowledge of all NOC monitoring tools (Atlas-OSS Stack): Service Now or other ticketing systems, Zabbix, NetCool, etc
- Technical knowledge and proficiency with Windows, Unix, Linux and general networking protocols
- Understanding of enterprise networking environments
- Experience with basic network troubleshooting tools (ping, lookup, traceroute, etc.)
- Strong customer service and communication skills
- Prior experience partnering with internal offshore support teams
- Excellent organization and teamwork skills
NAVISITE - Part of Accenture, is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees. Navisite does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor.
Internal Applicants – No sponsorship available / External Applicants – Sponsorship not guaranteed. Any potential sponsorship depends on a number of factors, including but not limited to the local candidate pool and can vary from year to year.
You must ensure compliance with data protection legislation under the DPA, EU GDPR, any other applicable data protection legislation.
