General Summary Of Position

As a NOC Technician, you will be responsible for monitoring, troubleshooting, and maintaining our clients’ network infrastructure to ensure optimal performance and reliability. Your expertise in SD-WAN networking and Voice over IP operations will be essential in proactively identifying and resolving network issues and implementing appropriate solutions. The ability to work independently and effectively manage a ticket queue is crucial to ensure timely response and resolution of network-related incidents. By joining our team you will be given the opportunity to develop your technical knowledge along one of three primary practices: Network Security, Enterprise Networking, or Unified Voice and Application support with our internal subject matter experts.

Duties And Responsibilities

• Remotely troubleshoot managed service-related issues on support calls with Granite customers and/or field technicians
• Assist with the implementation and onboarding of innovative security and networking products, including in-house designed hardware solutions
• Professionally, accurately, and efficiently handle customer requests including technical and non-technical inquiries to any NOC related services
• Work with industry standard partners (Fortinet, Cisco, VMWare, etc.) on the support and implementation of nationwide networks
• Study and improve personal technical capabilities in enterprise networking, network security, and unified voice application support to contribute to the company mission at a higher level of expertise
• Independently handle a queue of tickets, promptly responding to incidents, requests, and changes while ensuring adherence to service level agreements (SLAs).
• Monitor the performance and health of the network infrastructure, including SD-WAN devices, routers, switches, firewalls, and other network components.
  
  

Required Qualifications

• Bachelor's degree in computer science, information technology, or a related field, or equivalent work experience.
• 1-2 years in a technical support related role, or equivalent experience
• Understanding of networking standards, OSI model, subnetting and routing protocols
• Excellent analytical and problem-solving skills, with the ability to diagnose and resolve complex network issues efficiently.
• Understanding of agile task management and project operations
• Ability to provide a high level of customer support to improve customer experience
• Ability to work well independently and in a team environment in a hybrid WFH model
• Must have the ability to be cleared for Public Trust P2 clearance
  
  

Preferred Qualifications

• Strong knowledge of SD-WAN technologies and protocols, such as MPLS, BGP, OSPF, VPN, QoS, and traffic engineering.
• Experience managing and troubleshooting firewall solutions, such as Velocloud, Palo Alto, Fortinet, or Juniper.
• CCNA, Network+, or equivalent certification or higher
• Proficiency with Python, Javascript, or similar coding languages
• Telecommunications industry experience
• Prior public trust P2 security clearance