The Network Operations Engineer is primarily responsible for working at our NOC locations either in Chantilly, VA or Claremont, NH. This position is responsible for maintaining infrastructure uptime and improving customers' computing experiences through effective maintenance, problem identification and resolution activities, as well as growing and developing the organization's perception with existing customers through exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn modern technologies and maintenance processes. This position requires dedication, persistence, effective utilization of provided resources and the ability to deliver superior customer service. The NOC Engineer will work to resolve customer impacting network outages and critical client issues. This requires the candidate to be efficient with minimal supervision.
Monitor, analyze, and resolve network and system issues
Provide comprehensive technical support services to the entire organization's clientele
Achieve First Time Response goals on all client (250+ clients) critical issues
Handling calls during business hours, and all support calls outside the hours of 8:30 AM - 5:00 PM Mon-Fri
Prioritizing, troubleshooting, and escalating issues that have SLAs (Service Level Agreements) that need to be met
Complete assigned after hours customer tasks or maintenances
Experience supporting PC hardware and software
Basic domain functionality experience with Active Directory functionalities, Group Policy, DNS, and DHCP
Ability to assess, prioritize, respond, and escalate issues accordingly
Follow documented procedures to record issue resolution to ensure client satisfaction
Must be flexible to work nights and weekends, holidays (We are a 24x7x365 call center environment)
Understand and work within established Service Level Agreements (SLA) to ensure timely response
Provide high quality customer service and network related technical support with an emphasis on issue resolution and quality
Troubleshooting issues in switches, routers, firewalls, and wireless solutions
Basic level experience in managing virtualized platforms such as VMWare, AWS, Azure
Must be comfortable with and troubleshooting Cisco network operation systems including IOS, ASA, and Wireless
Continue to improve technical knowledge through on-going training and certifications
Contribute with the continuous improvement progress of the NOC team
Minimum 6 - 12 months of IT support, monitoring, troubleshooting, analyzing experience with windows system or network support environment
6 months- 12 months of Customer Service
Previous experience in a fast-paced technical support environment.
Preferred tools experience with ServiceNow, Autotask, ScienceLogic, LogicMonitor, Kaseya, Bomgar
Bachelor's degree desired
Desired Certifications: Network+, CCNA, Microsoft Azure Administrator, MCSA: Office 365
Candidates for the job should possess excellent organizational skills as well as the ability to efficiently multi-task. Ideal candidates have a strong focus on day-to-day operational excellence, and a personal style that builds trust, and inspires loyalty. The candidate should be motivated, proactive, be able to learn and adapt quickly.
Established in 1995, Red River delivers information technology solutions to a worldwide military and civilian customer base and the New England enterprise market including healthcare, financial services and education customers. Red River is ranked the 5th fastest growing company in NH by Business NH Magazine and has demonstrated consistent year over year revenue and employee growth since its inception. With corporate offices in Claremont, NH, Red River has satellite offices in Virginia, Texas and California.
Red River is an equal opportunity employer and makes employment decisions without regard to race, gender, disability or protected veteran status.
Red River offers a competitive salary, excellent benefits and an exceptional work environment. If you are ready to join a growing company, please submit your resume and cover letter (required).
Red River does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.