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NOC Analyst Collaboration

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Netsync Network Solutions

NOC Analyst Collaboration

Dallas, TX
Full Time
Paid
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  • Responsibilities

    Detailed Description

    The Network Operations Center (NOC) Analyst II Subject Matter Expert (SME) – Collaboration will provide incident escalation support for NOC Collaboration incidents. The scope of required support includes but is not limited to: Cisco Unified Communications (UC), Cisco Spark, Cisco WebEx, Cisco Instant Messaging and Presence (IM&P), and Cisco TelePresence.

     

    RESPONSIBILITIES

    • Support, Remediation and Configuration of complex issues with Cisco UC platforms (CallManager, Unity, IM&P, Contact Center, TelePresence, and Call Recording)
    • Understand NOC/SOC/Managed Services service level agreements (SLAs) and be able to present performance metrics
    • Continually learn the newest technologies in order to maintain SME status
    • Provide timely response to all Collaboration escalations
    • Ensure appropriate key performance indicators and metrics are monitored on client data center environments
    • Coordinate with vendors for issue escalations or warranty support
    • Articulate complex troubleshooting steps and technical issues to business leaders
    • Develop strong relationships with clients as a trusted technical advisor
    • Develop rapport and strong positive relationships with clients, manufacturers, industry peers, and internal resources
    • Document all actions in accordance with standard company policies and procedures
    • Work with internal and external technical and service teams to create and/or update knowledge base articles
    • Assist Client Success Manager with quality support reporting
    • Effectively deliver training/knowledge sharing/transfer with both technical and nontechnical audiences comprised of internal or external staff
    • Other duties as assigned
    • Maintain a client-first mentality

     

    SKILLS AND EXPERIENCE

    • Technical experience in one or more of the focus areas is a plus: CallManager, Unity, IM&P, Contact Center, TelePresence, and Call Recording.
    • Excellent written and verbal communication skills.
    • Self-motivated but can work well independently and as part of a team.
    • Project management experience is a plus.
    • Experience identifying business challenges and how to solve those challenges with technology solutions.
    • Strong understanding of business drivers is a plus.
    • Excellent client management/resolution and problem solving skills.
    • Experience translating business requirements to technical requirements.
    • Experience with design/network architecture.
    • Must be detail-oriented, organized, and conscientious.
    • Requires an ability to identify and implement process improvements.
    • Experience with training end users is a plus.
    • Experience working in a VAR or consulting environment is a plus.
    • Experience to meet the role responsibilities (usually 5-plus years of experience).
    • Hands on, technical expertise in required technology.

     

    MINIMUM QUALIFICATIONS

    • A bachelor's degree or equivalent work experience.
    • Certifications in solutions Netsync provides is a plus from manufacturers or industry leaders with ITIL framework.

    Great reasons to join our team:

    Medical, Dental, Vision, Paid and Vol Life insurance, 401K match, STD/LTD benefits, Referral bonuses, Training allowances, Supplier Discounts, PTO, Paid holidays, Cell Phone and (for qualifying positions).