Network Security Operations Center Technician

Position Summary

The NSOC technician is part of a team of VoIP/Systems Software experts in the Network Security and Operations Center who are responsible for providing outstanding customer service to clients, partners, and internal teams by responding to service requests via phone or email notifications. The NSOC agent will troubleshoot service issues, identify root cause, and provide a resolution to customers who are operating in a business critical environment.

Technical support agents are also responsible for providing new customers with remote product support and the best practice recommendations. The NSOC agent's responsibilities will include accurate case/ticket creation with detailed information on the issue found/reported; or what is currently being investigated. Agents are further expected to follow up on cases/tickets opened by them, or any other agent. Contributions, updates and other required documentation will also have to be made on a regular basis to the NSOC's in-house Knowledge Base. In addition to providing support via phone or email, NSOC agents are responsible for network performance monitoring and international toll fraud alerts. All network and fraud alerts must be handled and managed with a sense of urgency to ensure continued smooth operation of the business critical systems. Agents are to be polite and professional; while also expected to provide a continuous and unsurpassed level of client satisfaction.

The Network Security and Operations Center is a challenging environment where the agent will have the opportunity to learn new skills and grow existing ones. We will provide on the job training for qualified applicants who are selected for the NSOC Agent position. We proudly support our troops and hire prior-service and Active (Guard/Reserve) military.

Duties and Responsibilities:

• Answer inbound calls to support and perform troubleshooting steps to resolve customer issues.
• Manage cases and sub-cases ensuring timely and high quality communication with the customers and resolution of all issues.
• Closely Monitor all system generated alerts.
• Escalate calls to review and resolve.
• Accept and deliver handoffs and convey information between shifts.
• Be out seeking, looking for more effective and efficient solutions.
• Take ownership for special projects.

Skills and Qualifications

• AS degree in related field or two years experience in computer operations and VoIP/networking, preferably in a network and security operation center or engineering environment is preferred.
• Working knowledge of technical Call Centers and Help Desk fundamentals.
• Proven team player with excellent analytical, communication, written and interpersonal skills, with a strong sense of client satisfaction.
• Excellent attendance required.
• Must have excellent organizational and planning skills, and the ability to work well independently and prioritize heavy workloads.
• Ability to see issues through to closure, and work with the team to deliver positive results.
• Detailed oriented with good communication skills.
• Excellent customer facing skills required with the ability to empathize with caller's situations and qualify customers issues.
• Telco experience a plus.
• Outgoing and positive attitude required.

Physical Requirements:

• Must be able to lift 25 pounds without difficulty.
• Working Conditions: Walking and lifting. This is a smoke free establishment.

Job Type: Full-time

Pay: From $15.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off

Education:

• Associate (Preferred)

Experience:

• VoIP, Networking, and/or Information Technology: 1 year (Preferred)

Work Location: In person

Salary : $15