Tier 2 Network Operations Center (NOC) Technician – Austin, TX

Our client is a growing Technology Solutions Provider that services the Banking community.  They are seeking to add an accomplished Tier 2 Network Technician to their NOC 2nd shift team. 

Network Tier 2 Techs are responsible for tickets regarding our client’s infrastructure that do not require escalation to a specialist level agent. They are responsible for ensuring critical issues are resolved to client satisfaction, meeting service level agreements. This position is a hands on technical role that comes with many benefits such as working with an innovative team, a strong focus on goal achievement, integrating the latest technologies and working in an ever changing fast-paced environment.

RESPONSIBILITIES

  • Monitor, analyze, and resolve network second level incidents for CSI’s Managed Services clients.
  • Take ownership of network tickets until resolution or escalation.
  • Ensure all tickets are updated with accurate information.
  • Escalate tickets to appropriate specialists as necessary to ensure tickets are closed in a timely fashion.
  • Provides assistance to Tier 3 staff with problem research and documentation.
  • Provide technical escalation support to Tier 1 staff to ensure continuous improvement within technical staff.
  • Understand and work within established Service Level Agreements (SLA) to ensure timely response to inbound issues.
  • Document resolution procedures within internal Knowledgebase where applicable.
  • Train and mentor new employees as needed to ensure their success in the team.
  • Communicate technical issues and solutions with clients in business terms.
  • Work with other teams to identify the source of issues.
  • Continue to improve technical knowledge through on-going training and certifications.

KNOWLEDGE

  • Managed services experience.
  • Experience with email flow and spam filtering products
  • Experience implementing business continuity and disaster recovery backups
  • Experience in the financial service industry
  • Familiarity with compliance regulations: FFIEC, FDIC, NCUA, and GLBA
  • Ability to work in fast paced, rapidly changing environment and a STRONG desire to learn.
  • Working knowledge of network environments including
    • LANWAN routing
    • Wireless administration
    • Firewall administration including VPN administration
  • Must be comfortable working with and troubleshooting Cisco networking operating systems including IOS, ASA, and Wireless.
  • Minimum of 2 years of network operations support experience.
  • Preferred: CCENT/CCNA,
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