NOC Engineer – System Support Technician, Level 3
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Job Description
NOC Engineer responsible for network maintenance and support in the Service Delivery division at CTS. Delivering high-caliber work and customer service to mission-driven organizations.
Responsibilities:
- Administer and perform the work for monthly, quarterly, bi-annual, and yearly maintenance plans for clientele.
- Assist higher-level NOC Engineers to automate recurring requests using, but not limited to, Kaseya VSA, ConnectWise Manage, PRTG, and PowerShell.
- Configure monitoring of client infrastructure using PRTG, Kaseya VSA, and ConnectWise Manage.
- Remediate alerts from monitoring tools that are generated from firewalls, switches, access points, physical and virtual workstations and servers, phone systems, and storage devices.
- Respond to and resolve service incidents following existing procedures and service level agreements.
- Track time, communications, and work output via our ConnectWise Manage PSA.
- Liaise with internal teams, vendors, and client contacts.
- Monitor and remediate all CTS-provided client backup solutions: Acronis On-Prem, Acronis Cloud, CloudAlly, and Backupify.
- Perform installation, configuration, and troubleshooting of workstation, server, and cloud applications.
- Create and maintain information and documentation in ConnectWise Manage and ITGlue.
- Assist with our service center (helpdesk) requests as needed and
- Address all phone calls and VIP emails outside of regular business hours.
Requirements:
- 2+ years of experience in a customer-facing, technical-services environment, with a strong commitment to customer service.
- Experience with networking protocols: TCP/IP, BGP, OSPF, VPN, IPSEC, VoIP, and QoS.
- Experience in WAN/LAN networking, including routing, switching, security, and load balancing.
- Experience in WLAN technologies including, but not limited to, Meraki, UniFi, and Cisco.
- Experience with Microsoft Windows Server, Windows Desktop, and Apple Ecosystem.
- Experience in Network Attached Storage (NAS).
- Experience with Grand Stream or other Asterisk-based PBX systems.
- Experience with Android, iOS, Gsuite, and Office365.
- Self-motivated, with excellent time management skills and the ability to handle and adapt to changing priorities and special projects in a high growth environment.
- Analytical, critical thinking, problem-solving, and decision-making skills. Ability to clearly articulate business and technical problems in terms of data and symptoms, causes and effects, and potential remedies.
- Strong written and oral communication skills.
Benefits:
- Competitive compensation
- Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Employee Assistance Program (EAP)
- Retirement Plan (401(k)) with company match
- Commuter Benefits
- Short-Term Disability Insurance fully paid by the company
- Long-Term Disability Insurance fully paid by the company
- Life and AD&D Insurance, with optional Supplemental Life Insurance
- Paid Time Off, including Paid Parental Leave
- 10 Holidays
- 2 Floating Holidays
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