NOC Engineer II

🕒 June 30

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🌐 Network Operations

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UDT

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1995

UDT is a technology services and IT consulting firm that helps enterprises evaluate, architect, provision, secure, and manage technology across on-premises, edge, and cloud environments. The company offers flexible, interoperable services across mobility, cloud, collaboration, data, cybersecurity, software, and IT-as-a-service. UDT provides technical, professional, and managed services including network infrastructure, connectivity, licensing, help desk, remote monitoring, data center services, engineering, hardware and software procurement, voice solutions, data privacy, modern workplace solutions, endpoint lifecycle services, and digital classroom solutions. Their stated purpose is to energize clients’ performance, mitigate technology risk, and speed time to value by delivering end-to-end, multivendor solutions and long-term client partnerships.

📋 Description

• Provide tier II engineering-level technical support to UDT customers via phone, email, and ticketing system. • Interacting with customer leadership, technical representatives, and other technology services departments/personnel will provide high levels of customer service through each interaction and escalate needs requiring a more advanced level of knowledge to the appropriate NOC resource or specialized engineering department. • Receive escalations from NOC I Engineers to help drive customer-focused solutions. • Utilizing additional access, training, and guidance assist customers and NOC I engineers. • Identify and facilitate training opportunities to improve the customer experience. • 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. • Provides guidance when major impacts are identified. • 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 toward 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 and occasionally lead customer environment upgrades to ensure secure and optimal network performance.

🎯 Requirements

• Must be extremely customer-focused and team-focused • 3+ years of experience in local area networks, internet connectivity, or internet security appliances • 3+ 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. • Experience with voice technology like PBX, VoIP, POTS, or PSTN preferred. • Demonstrated ability to manage multiple demanding activities in a high performing department • Proficiency in MS Office Suite. • A bachelor’s degree in information technology or business is preferred and/or a combined technical certification and job experience is required. • A current Cisco CCNA is required or CCNP preferred • A current Fortinet FCA is required or FCP certification is preferred • Certifications such as ITIL Foundations or other equivalent technical certifications are preferred.

🏖️ Benefits

• medical, dental, vision, life and disability coverage as of the 1 st of the month • health savings accounts • flexible savings accounts • 401(k) plan with company match • 7 annual holidays • flexible time off options