NOC Support Engineer – IP

Overview:
The NOC Support Engineer – IP(NSE-IP) position is a first tier engineering position in the Internap NetworkOperations Center (NOC) that is directly responsible for supporting Internapcustomers and the Internap IP network. Position is responsible for monitoringthe Internap network as well as responding to customer outages and requests ina prompt and professional manner. This position involves direct customersupport and interaction, so requires outstanding customer service andcommunication skills, as well as the ability to apply technical andtroubleshooting skills towards the resolution of customer tickets.

Responsibilities: Work with vendors to support IP services such as remote connectivity circuits and Ethernet based IP services, including interactive troubleshooting and analysis with CLEC’s and other vendors. Troubleshoot and resolve customer DNS issues, as well as modify customer DNS records upon request. Schedule maintenance events and notify customers of Internap/provider maintenance activities. Work with providers to investigate IP routing issues such as degraded performance (packet loss/latency) or other routing concerns. Assist the development and implementation of training material and courses for new employees, as well as contribute to the continued refinement of Internap NOC policies, procedures and tools. Provide world-class service to Internap Customers both via telephone and email including proactive follow up on ongoing issues. Utilize the Internap trouble ticketing system to track ongoing reports and service requests through to completion Maintain Internap technical standards and documentation.

Qualifications: 2+ years experience providing customer and technical support to customers as well as outstanding oral and written communication skills. 2+ years experience supporting IP Networks and hardware, including; Cisco routers/switches (configuration and hardware support, IOS, TCP/IP, ), Access Lists, Circuit (T1/DS3/Sonet/Ethernet) Troubleshooting. Working knowledge of DNS. Working knowledge of Linux, Windows, and experience using an enterprise level ticketing system to support customer requests. Strong oral and written communication skills, ability to thrive in a fast paced team environment and multitask many ongoing issues simultaneously. CCNA strongly preferred, and required within 6 months of hire, as well as a strong desire to learn new networking technologies and willingness to pursue professional certifications (CCNP/CCSP/CCIE,BCNE/BCNP, JNCIA, JNCIS)