Network Operations Center Technician

A rare opportunity to break in to the Cisco technical support field. Use your technical abilities and customer service skills to start your networking career.

• Do you want to increase your knowledge of the IT industry?
• Have you thought that your technical skills would be well suited to supporting IT professional services and Cisco Systems equipment?
• Do you want to be challenged by opportunities that expose you to a wide range of technologies?

Join a successful 22 year old systems integration firm and report directly to the Director of Operations for a fun and challenging opportunity to make a difference in your own life and provide a meaningful impact to your employer. Our high energy team is a collection of friendly people motivated to provide the best IT services in the Delaware Valley. We are a leading Managed Service Provider MSP offering outsourced remote network management products to the Cisco Systems enabled enterprise. We focus on Cisco's Advanced Technologies providing Voice Over IP VOIP, IP-Telephony and Security solutions.  

Working from the Advanced Network Products 24X7 Network Operations Center, the Network Operations Center Technician serves as the primary point of contact for ANP’s Managed Service Customers.  The NOC Technician provides technical assistance to ANP customers during network impairments as well as proactively managing the customer’s infrastructure through a variety of platforms.  As a primary representative of ANP to our customers, customer service and attention to detail are critical. This position presents a unique entry level opportunity to join a well established, highly skilled and successful team. 

This opening could work on either 1^st , 2^nd or 3^rd shifts as needed. Training will occur on 1^st shift.  Shift rotation will be required on occasion. 

ANP is committed to creating a diverse work environment and proud to be an equal opportunity employer. Due to the high volume of responses, we will only respond to those candidates that most closely match our requirements

Duties: 
 

• Support of ANP Customer Base:

·         Provide technical assistance to all ANP customers during network outages. This includes all levels of problem determination and resolution using various diagnostic techniques, equipment and service provider resources.

·         Respond to alerts from Managed Service platforms for Security Monitoring, Infrastructure Performance Monitoring, Network up/down Monitoring and IP Telephony Monitoring; notify affected customers and remediate according to procedure.

·         Respond to change requests and information requests from ANP customers

·         Prepare monthly reports for customers and management.

·         Appropriate escalation of issues to level 2 engineers.

·         Assemble and update documentation in the form of trouble ticket logs, network documentation and network diagrams

·         Coordinate with network service providers (ISP’s, Carriers etc.) to resolve outages.

• Adherence to standards for problem resolution and documentation.

·         Log all activities into ticketing system

·         Timely resolution of all issues

·         Timely follow-up and updates to customers

·         Exercise complete ownership of all assigned tickets.

·         Perform first level ANP hardware support and configuration for PC’s and servers as assigned.

·         Must participate in on-call rotation for level 1 support for weekends for 24 X 7 services provided.

·         Shift work is required.

Skills / Requirements:

The successful candidate will have:
 

• A Passion for customer service.
• Excellent oral communication skills
• Excellent written communication skills for composing internal and external emails as wells as updating ticket logs.
• Strong Documentation skills.
• One to two years industry experience in a Network control/management center or Network Engineering .
• Working knowledge of the Internet concepts and routing architecture.
• Working knowledge of the TCP/IP protocol and services is required.
• Basic knowledge of data communication concepts and technologies is required.
• Must have the ability to lead and direct vendors to assist them in their efforts.
• Strong interpersonal skills are a requirement.
• Use of problem management software is required.
• Strong time management and organizational skill are required.
• Must be able to manage shifting priorities and workloads while handling multiple tasks
• Ability to work in a team environment as well as independently with minimal supervision

Preference will be given to candidates with the following experience:

• Customer Support experience in a technical environment.
• Proven problem analysis and troubleshooting skills.
• Experience as primary Telco contact for voice and data circuit remediation
• Working knowledge of routing protocols including BGP4, OSPF, RIP, EIGRP.
• Working knowledge of spanning tree, VLAN’s and layer two switching concepts.
• Working knowledge of load balancing technologies , DNS and SMTP mail relay
• Working knowledge of firewalls
• Working knowledge of Cisco IOS, Cisco ACL's and basic routing protocols
• Basic knowledge of network security systems, Intrusion Detection systems and protocols including TACACS, VPN, GRE, IPSEC, IKE, etc…

Contact: jobs@anp.net Please send resume via email.