What are the responsibilities and job description for the NOC Engineer position at CPA Associates International Inc?
About Avaya
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.
Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create.
The richness of Avaya’s global team diversity is our greatest strength, and we are committed to being a workplace where authenticity and individuality are celebrated and different perspectives are embraced. Learn more at www.avaya.com.
Job Description
The hours for this role will be from 10 pm - 8 am Saturday - Wednesday
The Network Operations Center (NOC) is tasked with monitoring internal/customer network components, perform troubleshooting for incidents as needed and in charge of ensuring that customer product services, software and applications related works properly. We are a team oriented, and results driven NOC with a drive to work collectively to meet the needs of our customers efficiently and effectively. To be successful in this role you will have attention to detail, be a self-starter, fast learner, and possess a strong interest to grow in the Networking/Systems/Engineering Information Technology fields.
3 - 4 Years of Experience
Education
Bachelor degree or equivalent experience in Computer Science or Electrical Engineering
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Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.
Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create.
The richness of Avaya’s global team diversity is our greatest strength, and we are committed to being a workplace where authenticity and individuality are celebrated and different perspectives are embraced. Learn more at www.avaya.com.
Job Description
The hours for this role will be from 10 pm - 8 am Saturday - Wednesday
The Network Operations Center (NOC) is tasked with monitoring internal/customer network components, perform troubleshooting for incidents as needed and in charge of ensuring that customer product services, software and applications related works properly. We are a team oriented, and results driven NOC with a drive to work collectively to meet the needs of our customers efficiently and effectively. To be successful in this role you will have attention to detail, be a self-starter, fast learner, and possess a strong interest to grow in the Networking/Systems/Engineering Information Technology fields.
- Perform hourly health checks.
- Conduct daily functionality testing for all customers.
- Accurately generate daily incident/change control ticket report.
- Accurately generate and upload monthly change/incident/registration report for each customer.
- Monitor/identify customer network alarms and escalate critical items accordingly through following most recent documented process.
- Efficiently and accurately convey change control correspondence to customer for all scheduled changes.
- Efficiently and accurately perform post change control health checks for specified customer.
- Receive/enter tickets into SNOW or Siebel ticketing system to be escalated to Cloud Service Engineers.
- Receive/enter MACDs into SNOW or Siebel ticketing system, assign to Software Development Team.
- Identify problems, document, and escalate to next level of support. Track status, inform, and escalate tickets as necessary to ensure compliance of all service level agreements (SLA’s) and expectations of Client.
- Provide prompt and accurate services with regards to status of Incident or Change requests to our customers.
- Customer service oriented with attention to detail.
- Team player, with demonstrated willingness to learn and progress.
- Ability to provide clear and concise client support with regards to operation of the phone system, as well as best practice instructions to end users.
- Maintain a working understanding of the US Secure Delivery Platform.
- Provide clear explanation of technical related issues to non-technical users, and coach users through basic technical troubleshooting and resolution steps.
- Demonstrate strong organization and prioritization skills, including pro-active tracking of open issues.
- Strong communications skills both written and oral, including remote customer support via technology and through use of the telephone.
- Ability to create clear and accurate documentation of activities through trouble logs, trouble ticket systems, and through use of email technologies.
3 - 4 Years of Experience
Education
Bachelor degree or equivalent experience in Computer Science or Electrical Engineering
Footer
Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).
