NWN Corporation is an established leader in technology-enabled services, transforming the customer experience for commercial, enterprise and public sector organizations through its solution-as-a-service platform. With over 1,300 customers throughout the U.S., NWN provides a unified customer experience with integrated offerings for unified communications, security, contact center, DaaS (device-as-a-service), connectivity and advanced technology solutions.
NWN is looking for several NOC Engineers to join our team remotely. These are full time positions with full benefits.
Days/Hours: 2nd and 3rd shift coverage
The NOC Engineer I role is responsible for providing Level 1 network operations center services.
Scope of Role Responsibilities
Essential, key job responsibilities for this role include, but are not limited to:
Monitoring (MEC) Engineer Role
Create incidents for alerts that come into the MEC
Manage the cases from shift Crossover. Follow up with current open tickets that are assigned to them.
Properly transition Crossover cases to the incoming MEC Engineer to ensure they're handled satisfactorily and continuously.
Manage coordination with the Support Engineer during peak alerting periods to ensure events are ticketed and acted on within a reasonable time.
If SOC alert received - inform the acting Support Engineer that one was received so Support Engineer appropriately action it.
Support Engineer Role
Answer, manage and address calls that come into the x3401 and x3438 lines.
Work cases that come into runway from customers.
Monitor emails that may come in from customer sources. Create ticketing incidents, work the issue or escalate as appropriate.
Identify and execute scheduled tasks/checks for multiple clients in a timely manner.
Coordinate with the MEC Engineer during peak alerting periods to ensure events are ticketed and acted on within a reasonable time.
Follow up on open incidents as appropriate to ensure they're being addressed.
Address SOC alerts in a timely manner.
Ensure smooth and ongoing communication within the team and externally. Keep the NOC and HD teams aware of relevant, known issues (such as outages that may affect customers.) Provide relevant updates as they come.
Keeps management properly informed with the team or customers.
Promotes a positive team attitude.
Due to the 24x7 nature of the job, it may be required to work nights, weekends, and/or Holidays. Additional job responsibilities include, but are not limited to:
Other responsibilities as assigned.
Role Qualifications and Requirements
The following are minimum qualifications and requirements required for this role:
Associate's or Bachelor's degree or two to five years of relevant work experience.
Strong ability to diagnose server or network alerts, events or issues.
Understanding of common information architecture frameworks.
Understands servers, networks and UC concepts.
Able to present point of view to gain buy in from team and/or management.
Excellent time management and organizational skills.
Is detail oriented while handing multiple concurrent tasks and/or projects with minimal supervision.
Thrives in an environment of multiple shifting priorities.
Able to address conflict with others constructively.
Strong analytical skills; good oral and written communication skills; good problem-solving skills; ability to think strategically and act tactically.
Willingness to 'pitch in' during times of heavy team workload.
At times will be sought by others as a coach to resolve issues or help problem solve.
Proactively initiates key relationships to collaborate and pool resources with internal and external partners.
Effective at building trust in relationships with employees and managers.
Manages different audience needs with a customer-focused orientation.
Able to work independently and successfully in team environment.
Offers ideas and suggestions to support achievement of goals.
Ability and desire to quickly learn new technologies and concepts.
Must be able to lift 50 pounds.
The following qualifications are ideal, but not required:
Certificates from Microsoft, Cisco or technology companies strongly desired.
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