Tier 1 NOC Associate - SageConnect

SageNet is a managed network and cybersecurity services firm. Our relationship-driven approach and holistic Connect-Manage-Protect process set us apart. We deliver creative solutions built-on best-of-breed technology and with built-in cybersecurity, backed by world-class service and support.

SageNet operates three US-based 24/7 NOCs/SOCs, a National Logistics Center, and a nationwide field service organization. We are proud to manage communications at more than 160,000 locations for our loyal, long-term customer base.

Job Purpose

Provide moderately complex technical support to clients via email, phone or other methods. Possess a good understanding of company's products and services, to include broadband, enterprise, network monitoring, and processing maintenance requests. Knowledgeable of concepts, practices and procedures associated with each product and service. Escalate complex issues to senior level Tier 2 or Tier 3 personnel as required. Reports to Supervisor or Manager but must be capable of making decisions and following through to resolve issues and restore customer service.

Duties and Responsibilities

• Process incoming maintenance requests on a 24x7 basis, determining if dispatch is required, and following through to ensure dispatch has been scheduled
• Provide 1st and 2nd level phone support for NMS tickets
• Experience with desktop operating systems including Windows and Unix/Linux
• Diagnose and resolve technical hardware and software issues involving internet connectivity, LAN/WAN
• On a 24x7 basis, utilize existing tools and systems to update customers in a timely fashion on all open tickets daily
• On a 24x7 basis, utilize existing tools and systems to properly progress open tickets to closure
• Respond in a timely manner on all proactive monitoring alerts and ensure progression is tied to contracted SLA's
• Provide instant message NMS support to Technical Support agents (both internal and external)
• When appropriate, escalate complex issues to Tier 2 or Tier 3 in a timely manner
• Coordinate responses and communication during outages under the direction of Senior-level Tier 2
• Suggest methods to improve area operations, efficiency, and customer service
• Build and maintain relationships with all NOC teams and perform all other tasks as assigned

Qualifications

• 1+ years of 7 x 24 NOC experience, or equivalent education
• Previous Help Desk/Technical Call Center experience required
• Advanced PC/laptop software knowledge and skills, including installation, configuration, and troubleshooting
• Understanding of common Internet protocols, including TCP/IP and DNS
• Strong customer service and communication skills (both oral and written) and demonstrated ability to work as a team player
• Demonstrated ability to effectively manage and prioritize multiple tasks
• Effective interpersonal skills for interaction with all levels of staff, clients, vendors and consultants even in stressful situations
• A working knowledge of the systems, tools, and processes required to perform assigned tasks
• Experience and accuracy in configuring and troubleshooting the complete line of SageNet's products and services
• A working knowledge of SageNet's network architecture, including hub, server, and NMS components
• Basic understanding of both Windows and Unix based platforms
• Demonstrated attendance reliability through history of minimal unplanned absences
• Flexibility to work any shift including holidays, weekends and nights, both on a semi-permanent or rotating basis as required
• High School Diploma, College preferred
• Network+, A+, CCENT, or CCNA preferred
• Ability to complete and 8am-5pm Monday thru Friday training schedule and then transition to a 5am-2pm Sunday thru Thursday shift

Working Conditions

• Corporate business office space
• Business casual working environment
• Shift work

Physical Requirements

• Be able to sit for long periods of time without any problem
• Consistent use of hands and fingers for typing
• Consistent use of eyes to analyze spreadsheets, ticketing system, and web on computer screen

Classification*: Non-exempt

Position Type: Full Time

Travel Requirements: None

Direct Reports: None

Attention All Third-Party Agencies, Headhunters, and Recruiters

SageNet will not accept candidate submission by unsolicited third parties through this site or any company email address. All unsolicited candidates presented to SageNet will be considered the property of SageNet. SageNet will not be responsible for any fees associated with unsolicited candidates, nor will a contractual relationship be formed by the submission. SageNet is not obligated and will not under any circumstances pay any fees to said third parties submitting candidates in this manner. SageNet only forms contracts with recruiters with whom we have an established business relationship and with whom we have in place a signed agreement. All contact with SageNet from third parties must be through our Talent Acquisition Department. Any contact made outside of the SageNet Talent Acquisition Department by a third party will cancel any future business relationships between the third party and SageNet.

Please contact [email protected] for any questions.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)