Technician-NOC (Net) - II

Our client is currently seeking a Technician-NOC (Net) - II

About the Role

We are seeking a skilled Technical Support Engineer with 3-5 years of hands‑on experience to join our Global Customer Operations (GCO) team. In this role, you will support mission‑critical environments, including servers that host government and legal entities. You will be a trusted technical partner for our customers-resolving issues, driving service excellence, and ensuring that every customer interaction reflects our commitment to quality, innovation, and reliability.

As a key member of GCO, you will diagnose network issues, maintain customer devices, mentor junior engineers, and ensure adherence to SLAs. You'll be the frontline expert customers depend on, proactively escalating unresolved problems and driving efficient resolutions.
Key Responsibilities
Customer & Technical Support

• Provide advanced technical support for customer networks, including troubleshooting issues related to routing, switching, wireless technologies, and device configurations.
• Act as the primary contact for customers experiencing service issues, ensuring a professional, solution-oriented experience.
• Document all customer interactions using approved ticketing and documentation tools.

Network & Device Maintenance

• Perform maintenance, updates, monitoring, and performance checks on customer network devices.
• Ensure network components remain secure, stable, and compliant with organizational standards.
• Assist in implementing changes, upgrades, and optimizations to customer networks.

Incident & Escalation Management

• Monitor incoming tickets and manage the queue to ensure timely resolution within defined SLAs.
• Escalate unresolved or complex issues to upper-tier support teams and advocate on the customer's behalf.
• Maintain strict confidentiality of all user, customer, and department information.

Team Collaboration & Knowledge Sharing

• Mentor and support less experienced engineers, promoting a knowledge-sharing culture.
• Collaborate with cross-functional teams to resolve systemic issues and enhance service processes.
• Contribute to continuous improvement initiatives within the support environment.

Required Qualifications

• Bachelor's degree or equivalent relevant work experience.
• Fluency in English, both written and verbal.
• Strong hands-on experience with networking technologies, such as:
  • Routing
  • Switching
  • Wireless technologies
• Willingness to work in a 24×7 rotational environment, including nights, weekends, and holidays.
• Ability to obtain and maintain Government Confidential Security Clearance.
• Strong sense of urgency, ownership, and accountability.
• High attention to detail, organization, and customer-focused mindset.

Preferred Qualifications

• Bachelor's degree in information technology, Computer Science, or related discipline.
• Certifications such as:
  • Cisco CCNA
  • JNCIA
• Experience working in:
  • A service provider environment
  • A service desk or support operations environment
• Understanding of ITIL methodology and IT service workflows.
• Experience using enterprise ticketing or CRM tools.