First Line Support NOC Engineer

XConnect A Somos Company

We work with the largest Tier 1A2P messaging aggregatorsMNOsand Carriers to solve the worlds toughest numbering and interconnect challenges.

What do we do

XConnectprovides a trusted global registry of network and subscriber information based on privacy compliant phone number data including number portability tooptimizeglobal communication services.

XConnectdelivers carrier-grade services to operators globally including MNOs business messaging (A2P) hubs aggregatorscarriersand interconnect providers.

These services are used for voice and messaging routing fraudprotectionand toidentifyandvalidateinsights. They also support the deployment and evolution of next-generation communications such as VoLTE and Information Services are accessed through its global distributed hybrid cloud platform using simple secure scalable real-time protocols and APIs

Core Responsibilities & Accountabilities:

• First line Support (NOC) Engineer
• First line customer support (part of a 24/7 team)
• Basic trouble ticket analysis of customer problems and either resolve or escalate as appropriate
• MonitorXConnectsystems and services to ensure 100% service ismaintainedand raise the alarm if there is any alert
• Provide internal and external daily reporting to senior management
• Be available to work directly with customers looking for liveassistance
• Manage the trouble ticket queue and priorities workload effectively
• Document and catalogue any system changes performed
• Conduct detailed SIP log analysis
• Interface with the Routing and Sales teams to provide quick resolutions to complaints
• Open tickets with suppliers at fault and work with them to resolve issues
• Interface with Engineering Systems and Development teams to escalate customer faults and follow through for resolution
• Primary resource for global customer notifications
• Perform other duties of a similar nature or level

Minimum Qualifications & Skills:

• The successful candidate will be able to look at simple and complex network environments to troubleshoot any number of problems including but not limited tofirewallissues Windows Active
• Maintains cooperative working relationships with staff members a good team player
• Detail-oriented and organized
• Excellent written and oral communication skills
• Ability to take and provide direction
• Familiar with IT Service Management concepts practices and procedures
• Working knowledge of Microsoft Windows operating systems â
• Working experience in a Managed Services Provider

Preferred Qualifications & Skills (if any):

• Technical certifications
• Undergraduate Degree
• Technical support: 2 years
• 2 years troubleshooting networks
• Hands-on experience diagnosing and resolving TCP/IP DNS DHCP and VPN issues
• Ability to speak additional languages is a plus

Salary and Benefits:

• Salary Range: $
• 100% Company Paid Medical Dental and Vision insurance for you and your family!
• 401(k) Savings Plan with Employer Contribution
• 100% Company Paid Short- and Long-Term Disability
• 100% Company Paid Life Insurance
• PaidTime Off
• A Variety of Voluntary Benefits

Hybrid work model with two required on-site days per week.

This job description is not designed to cover orcontaina comprehensive list of activitiesdutiesor responsibilities that are requiredofthis position.ââ Aspects of this job description may change at any time with or without notice.

This job description is not intendedas anddoes not create an employment contract.â The organizationmaintainsits status as an at-will employer.â Employees can beterminatedfor any reason not prohibited by law.

Required Experience:

IC