Job Description

 NOC ENGINEER 

DEPARTMENT:  NOC/HELP DESK

REPORTS TO: NOC MANAGER

POSITION OVERVIEW:  DUTIES AND RESPONSIBILITIES INCLUDE: TROUBLESHOOTING WITH PROPERTY RESOURCES TO RESOLVE CONNECTION ISSUES, DOCUMENTING AND TRACKING ALL TROUBLESHOOTING COMPLETED WITHIN THE TICKETING SYSTEM, AND RECOGNIZING AND RESOLVING LARGER NETWORK ISSUES.

RESPONSIBILITIES:

• ACT AS A TECHNICAL ADVISER AND ESCALATION POINT FOR ALL MEMBERS OF THE SUPPORT TEAM
• TROUBLESHOOT NETWORK ISSUES PERTAINING TO INSTALLED EQUIPMENT AT AN INTERMEDIATE TO ADVANCED LEVEL
• WORK ESCALATED SUPPORT TICKETS THAT REQUIRE ADVANCED PRODUCT/SOLUTION KNOWLEDGE OR THAT REQUIRE ON-SITE LABOR OR HARDWARE REPLACEMENT (“BREAK-FIX”),
• PROCUREMENT AND COORDINATION OF SUBCONTRACT TECHS TO PERFORM HANDS & EYES SUPPORT FOR BREAK-FIX
• IDENTIFY TRENDS THAT ARE AFFECTING CALL VOLUME, OTHER BUSINESS PERFORMANCE, OR CUSTOMER EXPERIENCE, AND TO PROVIDE THAT DATA AND ANY RECOMMENDATIONS TO THE MANAGER FOR REVIEW AND ACTION
• PARTNER WITH HELP DESK SUPERVISORS TO OBSERVE, COACH, AND MENTOR HELP DESK SUPPORT EMPLOYEES
• RECOMMEND, DOCUMENT, AND HELP ENSURE COMPLIANCE OF STANDARDS AND METHODS, PROCESS & PROCEDURES
• PROPERLY PRIORITIZE AND BALANCE WORKFLOW
• PARTICIPATE IN REGULAR TECHNICAL AND PROFESSIONAL DEVELOPMENT AS OFFERED BY MTS OR OUR VENDORS OR PARTNERS, AND TO TAKE PERSONAL RESPONSIBILITY TO IMPROVE YOUR QUALIFICATIONS, SUCH AS THROUGH MAINTAINING AND INCREASING CERTIFICATIONS
• BECOME A SUBJECT MATTER EXPERT IN EACH OF THE NETWORKING PLATFORMS THAT MTS DEPLOYS AND THE ASSOCIATED SOFTWARE AND STANDARDS ASSOCIATED WITH EACH DEPLOYMENT
• DELIVER TRAINING AS REQUIRED

JOB REQUIREMENTS:

• 6-12 MONTHS IN A NOC OR EQUIVALENT POSITION
• NET+, CCENT, CCNA CERTIFICATES OR EQUIVALENT EXPERIENCE OR ACTIVELY PURSUING THESE CERTIFICATES
• TRACK RECORD IN TECHNICAL TROUBLESHOOTING
• DEMONSTRATED SOFT SKILLS
• BASIC RF COMPREHENSION
• KNOWLEDGE OF WIRED AND WIRELESS NETWORKING PROTOCOLS
• KNOWLEDGE OF NMS SUCH AS PRTG, SOLARWINDS, ETC.

Company Description

MTS provides a "SingleSOURCE" for hotel technology solutions, servicing thousands of hotels nationwide. Our solutions provide industry approved PBX, HSIA, Guest Television, Converged IP Networks and a US based 24x7 Guest Call Center powered by SMARTcheck. MTS is a leading-edge company in the ever-changing world of hotel technology, committed to providing solutions responsive to hotel requirements in an innovative, cost effective, and professional manner.