Network Operations Center Technician I

About the role

Syniverse is looking for a Network Operations Center (NOC) Technician I to provide Level 1 trouble isolation and repair for its Global Networks, Products, Platforms and Services. The role is an individual contributor working in a team, accountable for resolving issues with urgency and in line with defined service level agreements. It is an onsite, 24x7x365 shift-based position.

Key responsibilities

• Act as single point of contact for customer communications and escalations, and monitor traffic, performance and configuration to ensure network performance.
• Analyze, report and resolve alerts generated by internal surveillance tools.
• Handle first-line trouble tickets and maintain shift logs.
• Follow up on change requests, incidents and break-fixes within SLA requirements.
• Maintain systems and comply with security, safety and environmental guidelines.
• Troubleshoot and isolate incidents with vendors and service providers, and escalate according to Syniverse NOC processes.
• Work with Tier-II counterparts to resolve and close events and incidents.
• Provide input to shift reports and coordinate handovers of incomplete activities to the next shift.

Required profile

• Minimum of 2 years in a 24x7x365 Network Operations Center environment.
• Networking and application certifications from an accredited trade school or academy, such as CCENT, JNCIA, CCNA or ITIL v3 Foundations.
• Fluent English, spoken and written.
• Ability to work shifts and be flexible beyond stated hours.
• Exceptional customer service skills and the ability to communicate with technical and non-technical clients.

Required skills

• Understanding of the OSI model and network monitoring tools such as HP Network Node Manager and NetCool.
• Knowledge of customer applications and components associated with each application.
• Use of IT standard operating procedures, work instructions and server support documentation.