Coordinator NOC Level 2 Support
Coordinator NOC Level 2 Support
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1 Vacancy
Job Description
Overview
The Level 2 Network Support Coordinator position exists within Interface Systems Managed Network Operations Center which is focused on providing enterprisescale 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 Coordinator role is designed to meet these customers 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 customerdriven 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 IPbased Voice/Data network configuration delivery or support knowledge. This role acts as the primary endpoint for technical escalation and fault isolation for customer networkdriven events immediately prior to engaging engineering resources from within the network organization.
This role also engages directly with customers as therefore must have exceptionally strong written oral and customer communication skills. Level 2 Network Support Specialists are required to provide realtime 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 SIPbased 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 IPbased VoIP and SIP solutions a wide range of access types from xDSL/Cable/T1 and 4G/5G to Optical proprietary VPN configurations and backup 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 13 networking fundamentals demonstrated technical abilities supporting IPbased networks voice services associated network equipment and variable network access types.
Build and maintain enterpriselevel client relationships to instill confidence in our product and life cycle management.
Effectively operate within a fastpaced 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 crossfunctional 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 (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 nontechnical audience perspective.
Strong working understanding of IPbased 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 selfmotivation
Qualifications
Bachelors Degree or equivalent experience .
Minimum of 12 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 selfimprovement.
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 SundayWednesday 7:00AM6:00PM
Interface Systems is an Equal Employment Opportunity employer all qualified applicants/employees will receive consideration for employment without regard to that individuals 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 . Any information will be treated as confidential and only used for the purpose of determining an appropriate accommodation as part of the recruiting process.
Required Experience:
IC
Employment Type
Full-Time
