NOC Engineer

client networks. Will analyze network problems, perform troubleshooting, issue isolation, incident

response, work with local resources and track problems through resolution. Will provide technical

assistance to team members requesting network/infrastructure support.

DUTIES, RESPONSIBILITIES, and ACCOUNTABILITIES:

1. Record required customer and problem information in 5Q Partner’s ticketing system. Update

tickets with appropriate notes and time entry activities, escalates when necessary and closes

tickets with resolution details upon customer service restoration and validation.

1. Perform triage, troubleshooting and break-fix duties for technical infrastructure issues.

2. Understanding the fundamentals behind the internet and it workings (DNS, Security, IP Routing,

HTTP, VPN, Firewalls, Switches, etc.).

1. Network understanding of IP Addressing, VLANs, Port Trunking, and Layer 3 routing

2. General knowledge of data center facilities and operation.

3. Adherence to SOC 2 Type 2 compliance requirements.

4. Understanding and compliance of 5Q Change Management Policies and Procedures

5. Meet or exceed Service Level Agreements (SLAs) for response and resolution.

6. Identifying automation and continuous process improvement opportunities.

7. Identifying issues, trends, and system malfunctions

8. Working knowledge of Network Monitoring and Management tools and processes

9. Work closely with Carriers and 3rd Party Vendors on issue identification and resolution

10. Incident, Problem and Change Management Experience.

11. Experience with PowerShell, Python or other scripting language

12. Communicating at all levels, including clients, ends users, 5Q Leadership & peers.

13. Perform other duties as assigned.

1. Minimum of 3yrs experience in networking, routing, and infrastructure operations.

2. Prefer 4yr degree or equivalent work experience.

3. Knowledge of company deployed and supported network infrastructure.

4. Experience with a variety of network devices (i.e. Meraki, Cisco ASA, Ubiquiti, Fortinet, etc.)

5. Ability to learn and support new technologies.

6. Requires sound interpersonal skills.

7. Excellent and Positive “Can Do” attitude

8. Passion for and commitment to exceptional customer service.

9. Experience working for a Managed Service Provider (MSP) in a NOC environment

10. Ability to work independently as well as in a team environment.

11. Willing to travel <10%