What are the responsibilities and job description for the Coordinator, NOC (Level 2 Support) position at Interface Security Systems LLC?
Overview
The Level 2 Network Support Specialist position exists within Interface Security System’s Managed Network Operations Center, which is focused on providing enterprise-scale network customers with a world class support experience. Interface provides this portfolio of customers with a diverse bundle of managed communications, networking, and security solutions. Those managed solutions include Internet, Phones, VPNs, WiFi, integrated backup, LAN switching, security alarm monitoring, and video services. This role engages with those customers and technologies directly.
The Level 2 Network Support Analyst role is designed to meet these customer’s unique business and technology support needs for the enterprise managed network services bundle. This primary responsibility of the Level 2 Network Support Specialist is to play a key role in enabling a seamless customer-driven support experience for the complex networks.
The chief duties of this role are to manage expedient resolution of all associated voice/data network service impairments. The Level 2 team members are required to be OSI model and network fault isolation experts and are required to have extensive experience with IP-based Voice/Data network configuration, delivery, or support knowledge. This role acts as the primary endpoint for technical escalation and fault isolation for customer network-driven events, immediately prior to engaging engineering resources from within the network organization.
This role also engages directly with customers as required therefore must have exceptionally strong written, oral, and customer communication skills. Level 2 Network Support Specialists are required to provide real-time network support through various channels including ticket management applications, email, chat, and phone. Key day to day functions include supporting network incidents that could not be resolved by the Level 1 support teams. Those cycles range in size and complexity; including everything from single site device and connectivity diagnosis to broad scale network faults and complex configuration changes. Among other platforms and technologies supported, router and Ethernet switch support, IP and SIP-based voice platforms, managed VPNs, WiFi, and integrated backup solutions are the most common areas of support focus.
A wide range of network architectures, equipment, and access types are supported; ie. Cisco, Fortinet, & Meraki equipment platforms, IP-based VoIP and SIP solutions, a wide range of access types [from xDSL/Cable/T1 and 4G/5G to Optical], proprietary VPN configurations, and back-up network solutions.
Responsibilities
Lead and manage practical and highly effective technical communication cycles; both verbal and written.
Effectively engages with a diverse internal and external audience. The customer audience includes technical personnel, management, operations, support, and field resources. Internal teams include Field Operations, Logistics, Delivery, Account Management, Network Engineering, and various vendors.
Execute and/or guide logical network fault isolation processes; for example, a working understanding of Layer 1-3 networking fundamentals, demonstrated technical abilities supporting IP-based networks, voice services, associated network equipment, and variable network access types.
Build and maintain enterprise-level client relationships to instill confidence in our product and life cycle management.
Effectively operate within a fast-paced environment and proficiently negotiate demanding client requirements.
Maintain contractual Service Level Agreements and on occasion conduct a root cause analysis around outliers to assist in instilling preventative measures with management.
Recognize, identify, and prioritize support incidents in accordance with client business requirements, organizational policies, and operational impact.
Required to work with cross-functional teams to drive expedient fault isolation diagnosis & resolution.
Provides the primary organizational interface to the customer Managed Network Operations Center to Network Engineering.
Actively support trouble ticket escalations as needed from Level 1. Will be second point of contact for Customer and Field Engineer channels.
Maintain a thorough understanding of Internet network fundamentals, associated platforms, devices, and configurations. (IP Routing, DNS, Security, HTTP, VPN, etc.)
Maintain a thorough understanding of and retain practical experience supporting Local Area Networking technologies.
Manage or assist on assigned projects and program components to deliver services in accordance with established objectives
Respond to inquiries from staff, administrators, service providers, site personnel and outside vendors to provide technical assistance and support
Analyze open cases and/or chronic locations by proficiently applying a logical process of elimination for troubleshooting network services, top down. This includes network equipment, carrier circuitry, customer wiring, customer hardware, and software applications.
Proactively identify and manage problem management by analyzing and applying a logical process of elimination for fault isolation and resolution with repeat incidents and/or High LTE Usage.
Work schedule flexibility, weekend and off hours support as required (structured rotations)
Knowledge and Skill
Ability to demonstrate a high level of customer engagement and follow through.
Strong written and verbal communications skills; both from a highly technical and very non-technical audience perspective.
Strong working understanding of IP-based voice and data networking fault isolation fundamentals.
Proven experience supporting technology services for large customers.
Willingness to assume ownership and responsibility and seeing problems through to the end, and keeping all necessary parties informed throughout the process.
Ability to work independently and manage priorities effectively.
Possess strong diagnostic and fault isolation techniques.
Proficiency with all primary Microsoft Office and related software applications
Working knowledge with surveillance monitoring tools such as Solar Winds (Orion), Icinga, FortiMonitor
Be a quick learner and possess a strong sense of self-motivation
Qualifications
Bachelor's Degree or equivalent experience required.
Minimum of 1-2 years of practical experience with a technology service provider
Very strong working knowledge and practical application of the OSI Model
Experience working within a technology delivery or support operation, ie. NOC, Field, Help Desk, Call Center, or Provisioning/Delivery organization.
Knowledge of data networking, including TCP/IP, UDP/IP, ICMP, DNS, VPN, routing, bridging, and switching
Experience troubleshooting voice over IP (VoIP) services.
Maintains strong values of integrity, commitment, and self-improvement.
Solid understanding of IT Security best practices
Ability to work well with others on a team or alone on projects.
Awareness of ITSM and ITIL platforms and process
Certifications related to IT/Network technologies a plus.
Hours are Sunday-Wednesday, 7:00AM-5:00PM
Interface Systems is an Equal Employment Opportunity employer - all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship.
If you need assistance or an accommodation in completing this application or during any phase of the interview process due to a disability, please contact us at recruiting@interfacesys.com. Any information will be treated as confidential and only used for the purpose of determining an appropriate accommodation as part of the recruiting process.
