NOC Tier 1 Engineer

Job description: NOC Tier 1 Engineer

General Description:

The NOC Tier 1 Engineer is responsible for resolving incidents escalated and providing constant updates to the customer.

Primary Job Functions:

• Detect alarms / events on customers' monitoring tools or company monitoring tools.
• Open incidents in incident ticketing systems and report them to the customers within SLAs.
• Communicating effectively with customers (calls, emails, chats) to provide status updates and ensure they are informed throughout the resolution process.
• Guarantee resolution to different Incidents escalated from NOC or from the customers.
• Have knowledge and extensive experience in troubleshooting Routing, Switching, Firewall, Wireless, VPN, NAT, and policy.
• Provide troubleshooting and technical support via phone, web-based tools, and email to the customers.
• Work with service providers, vendors, and customers to drive issues to ...