UDT is seeking a dedicated NOC Engineer I to join our team. In this role, you will provide first-level technical support and services, responsible for analyzing, configuring, maintaining, and repairing network infrastructure and application components. You will lead Network Operations Center (NOC) support and service operations to ensure services are delivered consistently and within client Service Level Agreements.
What You'll Do
- Resolve and support incidents and service requests of low/medium complexity via remote control and on-site client support, pertaining to WAN and LAN connectivity, routers, firewalls, and security.
- Support disaster recovery solutions and execute Severity/Crisis Management processes, communicating with IT departments, management, vendors, and clients during outages.
- Perform remote access solution implementation and support (VPN, Terminal Services, and Citrix), remote monitoring, and proactive maintenance of hardware and software.
- Provide escalated client communications and investigative analysis to deliver accurate, timely answers to customer inquiries.
- Interface with client executives, technical representatives, and internal teams to ensure operational procedures, escalation processes, and documentation within UDT’s PSA tool are maintained.
- Collaborate with clients and vendors to resolve technical problems and implement operational improvements.
- Participate in discovery sessions with prospects and customers to gather technical and functional requirements.
- Design and deploy company LANs, WANs, and wireless networks, including servers, routers, firewalls, and other hardware.
- Configure, test, and maintain LAN/WAN equipment and related services, identifying and resolving network problems.
- Manage and deploy system configurations, including Windows Server, Virtualization Systems, Mobile Devices, and Desktops (Windows and MAC).
- Select and implement security tools, policies, and procedures, monitoring all levels of network security.
- Create and maintain comprehensive documentation for all implemented networks.
What We're Looking For
- Must be extremely customer and team focused.
- 2+ years of experience in local area networks, internet connectivity, or internet security appliances.
- 2+ years of experience supporting routers, switches, or wireless access points.
- 2+ years of experience with DNS, SMTP, SNMP.
- 4+ years of hands-on/phone support work experience in a technical support or NOC role.
- 3+ years of working and documenting customer needs in a ticketing system.
- Demonstrated ability to manage multiple demanding activities, resolving complex engineering items through interactions with team members, phone, ticketing systems, and email.
- Proficiency in MS Office Suite.
- A bachelor’s degree in information technology or business is preferred and/or a combined technical certifications and job experience is required.
- Must be able to travel as needed to Corporate Headquarters in Miramar, FL or customer locations as requested.
Nice to Have
- ConnectWise or similar ticketing system experience is a plus.
- Experience with voice technology like PBX, VoIP, POTS, or PSTN.
- A current Cisco CCENT or CCNA certification.
- A current Fortinet FCE or FCA (NSE 3 or NSE 4) certification.
- Certifications such as ITIL Foundations or other equivalent technical certifications.
- Any other certifications or professional development units (PDUs) are a plus.
Technical Stack
- Routers, Switches, Firewalls
- VPN, Terminal Services, Citrix
- Windows Server, Virtualization Systems
- Mobile Devices, Mobile Platforms
- Windows and MAC Desktops
- DNS, SMTP, SNMP
- MS Office Suite
Benefits & Compensation
- Medical, dental, vision, life and disability coverage
Work Mode
This is an onsite position based in Miramar, FL.
UDT is an equal opportunity employer.
