noc technician

The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential.

Job Description

About XTIUM

At XTIUM, we don’t just build IT solutions—we build careers. Our culture is designed to empower individuals to achieve their best while making a real impact. You’ll have the opportunity to connect with our leadership team, embrace challenges, and celebrate success in a dynamic, fast-paced environment. If you’re passionate, driven, and eager to grow, XTIUM is where your potential meets opportunity. Our team members are the driving force behind our success, and we’re looking for passionate, resilient individuals eager to grow and make a meaningful impact. If you’re ready to contribute and help shape the future, XTIUM is the place for you.

About The Team

The Network Operations Team prides itself on the delivery of enterprise-class, globally staffed, outsourced managed network services. We are strongly positioned to help drive an exceptional customer experience through extensive use of tailored monitoring automation and industry standard ITIL processes, that are coupled with talented technicians and engineers that thrive in an environment that is anchored in teamwork and collaboration.

What You Will Do

• Ensure proper incident management from the initial customer call.
• Monitor customer’s networks and ensure alarms are processed according to priority, customers of procedures, and SLA
• Conduct basic health status checks of customer networks to determine how the networks are performing, such as bandwidth, utilization, uptime; proactive recommendations for continuous improvements to customer networks environment
• Follow company service level agreement (SLA) guidelines in responding to customer calls
• Document customer network issues, communications, status, and next step action plan in the ServiceNow ticketing system.
• Follow standard NOC processes and procedures including escalation processes, notification processes, ticket documentation, and customer issue resolution processes
• Update service requests to ensure that service level agreements are met
• Follow-up with customer regarding outstanding issues, and ensure relating incidents are up to date.
• Gather necessary information to understand current network issues, work to diagnose, drive issues to resolution and identify root cause of problems; escalate to Network Engineers if unable to resolve.
  
  

• College degree in Engineering or similar discipline desired but not required. Expert level experience may be substituted for a college degree
• Preferred Certifications: CCNA, ITIL Foundation
• Strong technical, client, and customer relations skills in a fast-paced environment.
• Possess a passion for customer service and logical troubleshooting mindset
• Willingness to learn new tools, customers, technologies, and NOC best practices
• Strong communication verbal/written/presentation ability and presence
• Broadband provider circuit technologies
• Cisco Router and Switch technologies (IOS based)
• Experience in basic troubleshooting of the following technologies preferred:
• WAN technologies (e.g., Broadband, MPLS, LTE/5G)
• Cisco routers and switches
• Meraki networking devices
• Wireless networks
• Cisco SD-WAN technologies
• Fortinet firewalls
• LAN switching concepts (VLANs, trunking, STP)
• Network connectivity and performance monitoring
• VPN technologies
• 3-plus years’ experience working in a technical environment as a NOC Technician.
• Self-starter! Uses an appropriate sense of urgency and has capability of resolving complex technical problems and requests both independently and collaboratively with a team.
• Possess strong written, verbal, and presentation communication skills.
• Ability to follow, document, and author standard processes and procedures.
• Understanding of ITIL operational framework through attainment of ITIL v4 Foundation certification or equivalent industry experience.