Network Operations Center Technician I

Syniverse is the world’s most connected company. Whether we’re developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward. Which is why we work with some of the world’s most recognized brands. Eight of the top 10 banks. Four of the top 5 global technology companies. Over 900 communications providers. And how we’re able to provide our incredible talent with an innovative culture and great benefits.

Who We're Looking For

The Technician I is responsible for providing Level 1 trouble isolation and repair for all Syniverse Global Networks, Products, Platforms, and Services. This role will work in a team environment and is accountable for providing resolution with sense of urgency and in correspondence with defined service level agreements.

Some of What You'll Do

Scope of the Role:

• Direct Reports: This is an individual contributor role.

Key Responsibilities:

• Work as single point of contact for all customer communications and escalations and ensure the performance the network through monitoring of traffic, performance, and configuration.
• Analyze, report, and act upon/resolve alerts generated by the internal surveillance tools
• Act as first line of contact for all Trouble Ticket issues, and maintain the shift logs
• Provide follow-up on change requests, incidents/Break-fixes and perform other scheduled activities within the SLA requirements.
• Conduct proper maintenance of systems and ascertains compliance with security, safety, and environmental guidelines.
• Troubleshoot and isolate incidents with vendors and service providers. Escalate according to Syniverse NOC processes.
• Work closely with Tier-II counterparts to resolve and close events/incidents.
• Provide input to shift reports and coordinate handover of incomplete activities to the to the oncoming shift.
• Demonstrate and apply thorough understanding of the OSI (Open Systems Integration Model), operations of Network Monitoring Tools. (e.g.: HP Network Node Manager, NetCool), and customer applications and components associated with each application.
• Use IT Standard Operating Procedures (SOP), Work Instructions (WI) and Server support documentation for the Network Operations Center (NOC).

Experience, Education and Certification:

• Minimum of 2 years in a 24 x 7 x 365 in a Network Operations Center environment
• Networking and Application Certifications from an accredited Trade School or Academy.
• Minimum of one or more of the following; Cisco Certified Entry Networking Technician (CCENT), Juniper Networks Certified Associate (JNCIA), Cisco Certified Network Associate (CCNA), ITIL v3 Foundations Certification

Additional Requirements:

• Use of the English language in verbal and written communications is a requirement for this position.
• Works in shifts to provide onsite 24x7 coverage to respond to customer and internal Syniverse issues and is flexible to work beyond stipulated hours.
• Exceptional customer service skills and demeanor, along with the ability to communicate with both technical and non-technical clients.