UDT is hiring a NOC Engineer I to deliver first-level technical support and manage network infrastructure. This position leads Network Operations Center support, focusing on service quality, performance, and hardware/software maintenance to meet client Service Level Agreements.
What You'll Do
- Resolve low to medium complexity incidents related to WAN/LAN connectivity, routers, firewalls, and security via remote or onsite support.
- Perform escalations, generate daily tickets, and manage disaster recovery and crisis processes.
- Inform management and clients of operational deficiencies and provide remote access support for VPN, Terminal Services, and Citrix.
- Monitor system alerts proactively, perform hardware and software repairs, and schedule all support activities.
- Complete daily ticket documentation, including escalations and follow-ups, and provide rapid responses on escalated client communications.
- Perform investigative analysis, interface with clients and internal teams, and collaborate to resolve technical problems and improve operations.
- Participate in discovery sessions to understand technical requirements and maintain customer service level agreements.
- Work with Service Desk Dispatcher for proper ticket routing and enter all work into the Professional Service Automation tool.
- Design, deploy, configure, and maintain company LANs, WANs, wireless networks, and related hardware like servers, routers, and firewalls.
- Identify and resolve network problems, architect system health for clients, and manage configurations for Windows Server, virtualization, and desktops.
- Provide formal corporate communications on service changes, implement security tools with the security team, and maintain comprehensive network documentation.
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 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 in a high-performing department.
- Proficiency in MS Office Suite.
- A bachelor’s degree in information technology or business is preferred; combined technical certifications and job experience is required.
- Must be able to travel as needed to Corporate Headquarters in Miramar, FL, or customer locations.
- Ability to lift 25lb.
Nice to Have
- ConnectWise or similar ticketing system experience.
- 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.
Technical Stack
- LAN/WAN equipment, routers, firewalls, VPN, Terminal Services, Citrix
- Windows Server, Virtualization Systems, Mobile Devices, Mobile Platforms
- Windows and MAC desktops, DNS, SMTP, SNMP, ConnectWise (PSA tool)
Benefits & Compensation
- Medical, dental, vision, life and disability coverage as of the 1st of the month
- Health savings accounts
- Flexible savings accounts
Work Mode
This role is onsite in Orlando, FL.
UDT is an equal opportunity employer.
