NOC Engineer - Remote

Position Overview

The Network Operations Center (NOC) Engineer is responsible for monitoring our client's infrastructure and responding to incidents and outage situations. The NOC Engineer will analyze problems, perform troubleshooting and incident response, communicate with clients, and drive all problems to resolution. In this role, you will work as part of the Cloud and Managed Service team and in close partnership with the Project team to represent Development Group's core values and company goals. This Hourly/Non-Exempt position reports to the Engineering Manager.

Salary Range

$40,000 - $120,000 (based upon experience and certification level)

Essential Position Functions

NOC Engineers troubleshoot and resolve routine and complex network, hardware, and OS issues in a timely and efficient manner and are directly responsible for keeping our clients network infrastructure available and reliable. Other essential functions of this position include:

• Respond to network incidents reported via DGI's network monitoring platform and restore service in an efficient and timely fashion.
• Provide direct support to DGI customers to resolve technical issues reported by customers via phone or email escalations.
• Provide succinct communication on restoration steps and record these within DGI's ticketing system (Autotask).
• Produce accurate Troubleshooting Guides in accordance with documentation standards to support DGI's Knowledge Management program.
• Provide regular status updates to customers regarding open tickets in accordance with DGI's company policies.
• Provide recommendations to customers and the DGI leadership team to improve the stability of any infrastructure components within the Managed Services Portfolio.
• Perform standard moves, adds, and changes (MACD's) within the Cisco collaboration ecosystem.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Responsibilities

• Responsible for driving / advocating continual improvement in customer experience to increase brand loyalty.
• Must meet or exceed individual performance goals as developed and reviewed.
• Follow company policies and procedures to ensure business opportunities adhere to established processes.
• Understand business challenges and problems facing customers.
• Complete required training and development objectives within the assigned time frame; maintain relevant certifications.
• Understand overall company goals, align priorities and activities to reflect and support those goals.
• Other duties and special projects as assigned.