What are the responsibilities and job description for the Network Operations Center (NOC) Engineer position at Everstream?
Title: Network Operations Center Engineer
Location: Cleveland, OH
Summary:
This position reports directly to the Network Operations Center Supervisor and serves as an integral member of the Everstream Network Operations Center Team. NOC Tier 1 Technicians work closely with VIP customers and telecom carriers to troubleshoot circuit and technical issues for these customers.
Primary responsibilities:
- Analyze issues, troubleshoot, and manage resolution of customer T1, cable, and fiber circuit issues
- Manage carrier repair of customer circuit issues from origin to successful closure
- Follows a basic understanding of the day to day process and procedures
- Responds to customer requests in a timely manner by both email and phone
- Monitors network, responds to alarms and proactively reaches out to customers to determine impact
- Monitors environment and works with other departments to resolve Facility related issues
- Interacts with other departments for troubleshooting internal/external network events
- Assists other departments with customer test and turn ups, service troubleshooting,
- Assists other carriers with head to head testing
- Utilizes downtime for Projects involving network maintenance, documentation updates, ticket cleanup
- Must be flexible to work nights and weekends, holidays (We are a 24x7x365 call center environment)
- Must be available for On Call
Qualifications:
- Working technical knowledge of networks, LANs, WANs, routers, switches, firewalls, circuits, VPN’s, workstations, laptops, servers, and cabling systems
- Strong customer service skills
- Strong oral and written skills.
- Creative problem solving and issue resolution skills
- Detail oriented individual with a strong inclination to fully document all actions and conversations
- Working knowledge of Microsoft Word, Excel, and SalesForce CRM
Required Education and Experience:
- Technical degree or certificate such as A and/or Network from an accredited institution
- 1 year of experience troubleshooting circuits, LAN, WAN, routers, switches, and network cabling
Preferred Education and Experience:
- 1 year of customer service experience in a technical support role
- Meraki, Aerohive/Extreme, Ubiquity, Cisco ASA, Firepower
- Juniper / Mist
- Subnetting
Benefits:
Everstream offers competitive compensation as well as a generous employee benefits package, including medical, dental, vision, disability and life insurance policies. Employees are also provided with ample paid time off for both personal and sick time. After 90 days of employment, full time employees are eligible to participate in our 401(k) retirement plan with generous employer match contribution.
Everstream is proud to be an Equal Opportunity and Affirmative Action Employer. Everstream does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, creed, disability, age, pregnancy (including childbirth, lactation and related medical conditions), military and veteran status, citizenship status, marital status, gender expression, genetic information (including characteristics and testing), or any other characteristic protected by applicable law. All employment is decided on the basis of qualifications, merit, and business need. Everstream believes that diversity and inclusion among our team members is critical to our success, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We participate in a pre-employment background check and drug screening process for all positions. We also participate in E-Verify, a web-based system where Everstream inputs Form I-9 information; this information is verified against records available with the U.S. Department of Homeland Security and Social Security Administration to confirm employment eligibility. Those who seek accommodation due to disability can email us at hr@everstream.net.
