NOC Technician

Job Description

Monitor and provide support for customer IP PBX systems and standard data networking platforms.

Duties and Responsibilities

• Provide effective technical support for Voice and Data IP PBX at levels 1 and 2.
• Monitor customer systems and proactively address service issues.
• Diagnose and troubleshoot customer-reported service issues remotely.
• Handle modification requests such as moves, additions, or changes.
• Escalate complex issues to the Systems Engineering team.
• Manage software/firmware versions and maintain revision control of customer applications.
• Maintain the Customer Site Document (CSD) to document all changes to the physical and logical elements of a customers network.
• Acquire in-depth knowledge of various enterprise voice and data applications and services.
• Gain a comprehensive understanding of each customers system components and configurations.
• Document troubleshooting steps and processes using an internal ticketing system, and identify trends to enhance efficiency in handling future requests.
• Conduct training sessions for team members on specific areas of expertise.
• Generate ad-hoc reports on customer traffic and usage.
• Develop knowledge base documentation, including "how-to" guides or frequently asked questions (FAQs), for internal use to support streamlined process improvements.

Skills/Competencies

• Minimum of 2 to 3 years' experience as a NOC Technician
• Over 3 years of experience in a customer-facing support and engineering environment.
• Extensive experience, over 3 years, in troubleshooting, analysis, and resolution of typical small business/enterprise IP voice and data networks.
• More than 3 years of hands-on experience with VoIP (SIP), WiFi, unified communications, and other small business/enterprise IP applications.
• Proficient in standard enterprise networking protocols, standards, and hardware and systems (x86, TCP/IP, UDP, HTTP, DNS, NAT, firewalls, LAN, WAN, VLAN, VPN, routing, switching).
• Skilled in packet capturing tools and analysis tools such as Wireshark.
• Willing to work onsite.
• Willing to be assigned in the night shift.