Network Support Analyst

Job Title: NOC Technician

Duration: 12 Months

Location: Austin TX

At a glance:

• Are you knowledgeable in troubleshooting voice, data, and managed services while maintaining a client-centric focus?
• Can you commit to a technical support position connecting with clients while successfully diagnosing specific networking and technical problems?

What you will do:

• Embody quality service by providing a reassuring voice during the resolution of a client’s networking or technical difficulties.
• Troubleshoot network service issues via phone, trouble ticket, email and client portals by providing expertise on intricate issues, including wide area network (WAN), local area network (LAN), fiber and Voice technologies.
• Ensure timely resolutions by maintaining an accurate database and documenting complex technical issues concisely for repair teams.
• Coordinate resolution efforts with additional departments while monitoring and apprising clients.
• Improve department processes and technologies through the investigation and identification of the root cause of technical problems.
• Support efforts to enhance the client experience through process reviews, analysis and recommendations to leadership.
• Perform additional duties related to the position as assigned.

Required keys for success:

• Two or more years of technical support experience in a 24/7 Technical Assistance Center (TAC), NOC or operations center environment.
• Two or more years of network troubleshooting in a 24/7 operations center.
• Two or more years of experience working with either fiber-based networking or managed services, such as Fiber Internet Access, High-Speed Data, Ethernet, Managed Network Services, Managed Security Services, Managed WiFi Services, Enterprise Trunking, Hosted Voice and Enterprise TV Services.
• Experience with network protocols, radio frequency (RF), routers, layer-2 switches, virtual private network (VPN), course wavelength division multiplexing (CWDM), hybrid-fiber coax (HFC) plant and delivery system, routing protocols and policies, Wi-Fi and voice over internet protocol (VoIP) platforms.
• Skilled in troubleshooting technical issues, failed equipment, facility issues and escalating as appropriate to provide quality service.
• In-depth knowledge of enterprise hardware and software technical environments.
• Know the pros and cons of coaxial cable and fiber optics.
• Learn quickly within a team environment.
• Ability to thrive under pressure while making decisions independently, resolving issues and demonstrating a sense of urgency.
• Proficient with Microsoft Word, Excel, PowerPoint and Outlook.
• Effective written and spoken English communication skills with all levels of an organization.

Your education:

• Bachelor’s or Associate degree in a technical field or an equivalent combination of education, training and experience (required).
• Cisco or Juniper certification or equivalent industry-recognized certificate (preferred).

Contract length: 12 months

Job Types: Full-time, Contract

Pay: Up to $35.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Preferred)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Speak with the employer
91 314-732-0611