Network Operations Center Technician I

2 Days ago • 2 Years + • Operations

Job Summary

Job Description

The Network Operations Center (NOC) Technician I provides Level 1 trouble isolation and repair for Syniverse Global Networks, Products, Platforms, and Services. This individual contributor role works in a team, ensuring network performance through monitoring traffic, performance, and configuration. Responsibilities include acting as the first point of contact for customer communications, resolving alerts, managing trouble tickets, and performing scheduled activities within SLA requirements. The role involves troubleshooting incidents with vendors, escalating issues, and collaborating with Tier-II counterparts to ensure timely resolution and adherence to operational guidelines.
Must have:
  • Work as single point of contact for all customer communications and escalations.
  • Ensure network performance through monitoring traffic, performance, and configuration.
  • Analyze, report, and resolve alerts from internal surveillance tools.
  • Act as first line of contact for Trouble Ticket issues and maintain shift logs.
  • Provide follow-up on change requests, incidents, and break-fixes within SLA.
  • Conduct proper maintenance of systems, ensuring security and safety compliance.
  • Troubleshoot and isolate incidents with vendors and service providers.
  • Escalate issues 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.
Perks:
  • Competitive total compensation
  • Flexible/remote work
  • Inclusive, collaborative, and transparent organizational culture

Job Details

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 Network Operations Center (NOC) 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.

Why You Should Join Us

Join us as we write a new chapter, guided by world-class leadership. Come be a part of an exciting and growing organization where we offer a competitive total compensation, flexible/remote work and with a leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.

At Syniverse connectedness is at the core of our business. We believe diversity, equity, and inclusion among our employees is crucial to our success as a global company as we seek to recruit, develop, and retain the most talented people who want to help us connect the world.

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About The Company

At Syniverse, we enable seamless connections between the proliferating devices and networks that make the world work. Billions of people and companies depend on us every moment of the day. What does that mean for you? Your career? Your future? Let your imagination roam.We’re for people ready to do the new thing, the next thing, the next big thing that will change how the world connects. We’re for people who want to make a difference while making their mark. Who seek out problems to solve. Who don’t wait for an invitation.

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