Robert Half Technology is actively hiring multiple Tier 2 NOC (Network) Analysts for open positions with a client in Norcross, GA.
If interested, please apply and email your resume to email@example.com.
1) Managing your assigned ticketing queue A. Professional, timely and detailed updates within all tickets assigned to you B. Meet key service level metrics that will be monitored by the NOC manager C. Follow specific rules of engagement per client D. Properly set next steps for each ticket that allows for a client or NOC manager to identify the progress of each ticket 2) Utilize the OSI model to diagnose the problem A. Be able to progress an outage through all layers of the OSI model in order to resolve an issue in a timely matter. B. Be able to utilize multiple GUI and CLI platforms to determine the next steps within the OSI model C. Be able to speak professionally to both technical and non-technical personnel to ensure them that their issues will be resolved 3) Accept hand-off from Tier 1 A. Receive tickets from Tier 1 and engage the appropriate vendor or carrier manager to push the issue further towards resolution. B. Follow the specified rules of engagement for each carrier and vendor 4) Communication to the client A. Consistently communicate the status to the end user affected B. Consistently update the ticket with detailed status 5) Resolve A. If trouble resolved, documenting and closing the ticket out in a timely and detailed fashion. B. If trouble requires Tier 3 assistance based on specific metrics met, handing off and communicating appropriately to those individuals.