Technical Support Engineer - Onsite

Key Accountabilities:
The NOC Technician is a key part of a team that is responsible for the overall coordination and control of all telephony and data related services and provisioning of VoIP and Data support to internal staff and clients. The NOC Technician will be empowered to leverage the client s ticketing platform and dashboards to manage their ticket queue and will work in a team environment to enhance their knowledge. The NOC Technician will ensure to be a reliable resource and share knowledge with their fellow colleagues by facilitating either one on one or group training based on something they ve learned or see others struggling in. Strive for success in quickly resolving client and internal issues/inquiries. Escalate when necessary and schedule training on topics you re not confident in or want to learn more of. Hunger to learn more from peers and others who are willing to share their knowledge.

Requirements

To perform in this role successfully an individual must consistently demonstrate the following abilities:

Purpose Driven

• Ability to diagnose issues based on gathered information from clients.
  

• Demonstrate and communicate attentively and patiently with clients and peers.
  

• Embody the client s brand by building productive relationships built on trust patience and results with internal staff customers and vendor partners.
  

Personalized Support

• Be part of developing an indepth knowledge base for our client s technical infrastructure culture and communication preferences.
  

• Keep customers frequently updated and informed of progress changes and solutions in a timely and effective manner that exceeds expectations and is in alignment with our internal SLA standards.
  

• Maintain client specific documentation in client s systems according to standards and specifications.
  

Tenacious Execution

• Respect the client s time and that of your team by efficiently exploring solutions and escalating when appropriate.
  

• Selfmotivated to solve the issue and can act independently to prioritize and manage multiple client issues at a time.
  

• Willingness to learn and demonstrate a commitment to personal development by seeking out training opportunities and actively learning from teammates.
  

• Flourish in a fastpaced deadline driven environment with teammates who are results oriented and fast thinkers.
  

• Seek to overcome challenges and accept failure as an opportunity for improvement.
  

Technical Knowledge & Skills

• Familiarity of network architecture protocols and standards.
  

• Familiarity of LAN/WAN environments
  

• Understanding of Network Security protocols and procedures
  

• SIP Hosted and Trunking Solutions (Adtran EdgeMarc and Netsapiens)
  

Benefits

• Paid Leaves & Birthday Off: Take time when you need it and convert unused leave into cash! Plus enjoy an extra day off on your birthday.
  
• Comprehensive Health Insurance: Coverage starts from day one and covers one dependent after one month.
  
• PerformanceBased Salary Increase: Enjoy a raise after regularization
  
• Annual Salary Adjustments: We recognize longterm commitment with yearly salary increases.
  
• Employee Recognition: Be rewarded for your hard work with incentives and recognition.
  
• Engaging Team Activities: Join in on Family Days Summer Splash and other fun events that strengthen the iReply community.