SageNet is a Network, Digital Signage, Wi-Fi and Cybersecurity Managed Services firm. Our relationship-driven approach and holistic Connect-Manage-Protect process sets us apart from the competition. SageNet delivers creative solutions, built-on best-of-breed technology, backed by world-class service and support. SageNet unites Internet of Things (IoT) managed services with wireless expertise to deliver secure, user friendly, and innovative monitoring solutions. With our Enterprise Managed Services, organizations can easily develop, deploy, monitor, and support devices across multiple mobile platforms and operating systems.
SageNet operates three US-based 24/7 NOCs/SOCs, a National Logistics Center, and a nationwide field service organization. We are proud to manage communications at more than 160,000 locations for our loyal, long-term customer base.
Job PURPOSE
The Tier 1 NOC Associate plays a pivotal role in delivering exceptional customer support through phone and email channels. They also proactively monitor customer equipment, networks, and applications related to SageNet’s digital experience services. By ensuring customer environments are robustly supported, meticulously maintained, and consistently highly available, the associate contributes to overall network stability and customer satisfaction.
Duties and Responsibilities
Provide first level phone and email technical support for a variety of satellite and signage devices
Create case and document issue with clarity and conciseness
Prioritize and triage phone, email and monitoring system incidents
Document all work performed in a highly detailed and accurate manner in the incident ticketing systems
Escalate relevant incidents to Tier II or Management based on complexity or time constraints
Assist and /or consult with NOC team or management to achieve company defined SLAs
Adheres to all special instructions and documented processes
Dispatch relevant issues to Field Service
Develop and maintain excellent customer relationships
Diagnose, repair and update server systems, projectors, media players and satellite receivers
Troubleshoot and resolve network issues such as connectivity (LAN and WAN), switching and routing
Document relevant issues for population to the knowledge base
Willing to take ownership and take on other duties as assigned
Qualifications
To perform this role successfully, the Tier 1 NOC Associate must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, education, and overall experience required for the role.
High School Diploma Required, Associates degree or equivalent from a two-year college or technical school or related experience in a technical setting.
2-3 years TCP/IP networking preferred
2-3 years RDP, FTP and VPN preferred
Basic PC/laptop software knowledge and skills, including installation, configuration, and troubleshooting
Knowledgeable in differences of video interfaces such as VGA, DVI, and HDMI
Familiarity with Linux and Windows OS preferred
Previous experience in a Network Operations Center or Help Desk preferred
Knowledge of satellite or signage equipment preferred
Familiarity with field service concepts, practices, and procedures
Excellent communication skills, both verbal and written
Comfortable working in a high-stress, fast-paced environment with shifting priorities
Excellent time management, organizational, and analytical skills
Self-starter who can find and resolve issues as they are identified
Ability to successfully interface with a wide range of personnel within the organization
Working Conditions
Flexibility to work any shift including holidays, weekends and nights, both on a semi-permanent or rotating basis as required
Compliance with company attendance standards
Physical Requirements
Productively work in a corporate office space as well as remotely.
Business casual work environment.
Be able to sit for long periods of time without issues
Extensive use of hands and fingers for typing and paperwork
Extensive use of eyes for reviewing knowledgebase articles, case notes, and as-built drawings
Classification*: Non-Exempt, Hourly employee
Position Type: Full Time
Travel Requirements: No travel expected for this role.
Direct Reports: None
Attention All Third-Party Agencies, Headhunters, and Recruiters SageNet will not accept candidate submission by unsolicited third parties through this site or any company email address. All unsolicited candidates presented to SageNet will be considered the property of SageNet. SageNet will not be responsible for any fees associated with unsolicited candidates, nor will a contractual relationship be formed by the submission. SageNet is not obligated and will not under any circumstances pay any fees to said third parties submitting candidates in this manner. SageNet only forms contracts with recruiters with whom we have an established business relationship and with whom we have in place a signed agreement. All contact with SageNet from third parties must be through our Talent Acquisition Department. Any contact made outside of the SageNet Talent Acquisition Department by a third party will cancel any future business relationships between the third party and SageNet.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
