The article highlights the job opportunity for a Tier I-NOC Technician with TekSynap, a technology and software company based in Rockville, Maryland. The role of the Tier I-NOC Technician is to provide support and coordination with specialized support groups in the Network Operations Center. The technician will utilize various network monitoring tools to ensure network viability and respond to hardware and software issues. They will also serve as a point of contact for customers, service providers, and internal staff, providing support for network connectivity issues and acting as a liaison with carriers and other IT technicians.
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Responsibilities & Qualifications
Receive and resolve Level 1 requests
The Tier I-NOC Technician is responsible for receiving and resolving Level 1 requests from customers. These requests can come in through phone calls, emails, or the internal Remedy ticket system. The technician must have the knowledge and skills to diagnose and resolve a variety of hardware and software issues.
Escalate and communicate customer issues
In addition to resolving Level 1 requests, the technician is also responsible for escalating and communicating customer issues. If a request cannot be resolved at the Tier I level, it must be escalated to the appropriate personnel. The technician must also be able to effectively communicate with customers to ensure their issues are addressed and resolved in a timely manner.
Monitor network appliances/infrastructure
The Tier I-NOC Technician is responsible for monitoring network appliances and infrastructure to ensure their viability. This includes monitoring servers, operating systems, software applications, and hardware. The technician must be able to identify and address any issues that may arise in order to maintain the overall health and functionality of the network.
Work as a team member
The Tier I-NOC Technician will work as a part of a team to meet or exceed service level targets. This requires the ability to collaborate and communicate effectively with team members, as well as the ability to work independently when necessary. The technician must be proactive and resourceful in managing multiple priorities in a dynamic and fluid environment.
Respond to emergency network outages
In the event of an emergency network outage, the Tier I-NOC Technician must be able to respond quickly and effectively. This includes following business continuity and disaster recovery plans, as well as assisting other departments as required. The technician must have a strong sense of urgency and be able to think and act quickly under pressure.
Maintains current knowledge of technology
The Tier I-NOC Technician is responsible for staying up to date with the latest technology and trends in the industry. This includes actively seeking out opportunities for professional development and participating in special projects as assigned. The technician must be committed to continuous learning and improvement in order to effectively perform their duties.
Knowledge of Cisco routers and switches
A strong knowledge of Cisco routers and switches is required for the Tier I-NOC Technician role. This includes understanding circuits, LAN, WAN, VPN, and other network service connections. The technician must be able to effectively troubleshoot and resolve issues related to Cisco routers and switches.
Ability to work on command line interface
The Tier I-NOC Technician should have the ability to work on a command line interface in a UNIX or Linux environment. This includes having a basic understanding of TCP/IP and networking technologies. The technician should also have knowledge of Windows-based operating systems and office suites.
Perform physical inventory validation
The Tier I-NOC Technician may be required to perform physical inventory validation as requested. This involves verifying the accuracy of inventory records and ensuring that all equipment is properly accounted for. The technician must have attention to detail and the ability to lift up to fifty pounds of equipment when needed.
Other duties as assigned
The Tier I-NOC Technician may be assigned other duties as needed. This could include tasks outside of their core responsibilities that contribute to the overall success of the team and organization. The technician must be adaptable and willing to take on new challenges as they arise.
Required Qualifications
4+ years of experience
The Tier I-NOC Technician should have at least four years of relevant experience in a similar role. This experience should include troubleshooting and resolving network issues, as well as providing excellent customer service.
Some College or Vocational
While a college degree or vocational training is not required for this position, some level of education beyond high school is preferred. This could include completing some college coursework or vocational training programs related to information technology.
Must successfully pass a drug screening
As a condition of employment, the Tier I-NOC Technician must successfully pass a drug screening. This is to ensure a safe and drug-free work environment.
Active or must be able to obtain Public Trust
The Tier I-NOC Technician must be a U.S. citizen and either currently possess or be able to obtain a Public Trust security clearance. This clearance is necessary to access sensitive information and systems.
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Overview
About the position
The Tier I-NOC Technician position is responsible for providing Network Operations Center support and front-line communications. They monitor, diagnose, and resolve hardware and software issues, as well as provide support for network connectivity issues. The technician also serves as a liaison between customers, service providers, and internal staff.
About the employer
TekSynap is a fast-growing high-tech company that provides comprehensive information management solutions to federal government customers. They understand the need for technology to move at the speed of thought and strive to utilize the best that information technology offers. TekSynap offers a competitive benefits package to its full-time employees.
Benefits package
The benefits package offered by TekSynap to its full-time employees includes health, dental, and vision insurance. The company also offers a 401K retirement plan, life insurance, short-term and long-term disability plans, paid vacation time, and holidays. TekSynap is committed to the safety and health of its employees and compliance with applicable vaccination requirements.
Competencies
Establish Focus
The Tier I-NOC Technician must be able to establish clear goals and objectives for themselves and their team. They should have the ability to prioritize tasks and focus on what is most important. This includes being able to adapt and adjust priorities as needed.
Change Management
Change is inevitable in any organization, and the Tier I-NOC Technician must be able to effectively manage and adapt to change. This includes being able to communicate changes to team members and stakeholders, as well as helping them navigate and embrace change.
Develop Others
The Tier I-NOC Technician should have the ability to mentor and develop others on their team. This includes providing guidance, feedback, and support to help team members grow and succeed in their roles. It also involves creating opportunities for learning and professional development.
Oral Communication
Effective oral communication is essential for the Tier I-NOC Technician role. They must be able to communicate clearly and professionally with customers, team members, and stakeholders. This includes listening actively, asking questions to clarify information, and conveying information in a concise and understandable manner.
Written Communication
Strong written communication skills are also important for the Tier I-NOC Technician. They must be able to write clear and concise communications, such as emails and reports. This includes using proper grammar, spelling, and punctuation, as well as organizing information in a logical and coherent manner.
Interpersonal Awareness
Interpersonal awareness involves being able to understand and navigate interpersonal dynamics in the workplace. The Tier I-NOC Technician must have the ability to read and understand the emotions and motivations of others, as well as adjust their own behavior accordingly. This includes being empathetic, respectful, and diplomatic in their interactions with others.
Build Relationships
Building relationships is crucial for the Tier I-NOC Technician. They must be able to establish and maintain positive working relationships with customers, team members, and stakeholders. This includes being responsive, reliable, and trustworthy in their interactions.
Analytical Thinking
Analytical thinking involves the ability to gather and analyze information to solve problems and make decisions. The Tier I-NOC Technician should be able to think critically and objectively, as well as use logical reasoning to evaluate options and determine the best course of action.
Conceptual Thinking
Conceptual thinking involves the ability to see the big picture and understand how individual tasks and activities fit into the larger goals and objectives of the organization. The Tier I-NOC Technician should have a strategic mindset and be able to think abstractly and creatively.
Strategic Thinking
Strategic thinking is the ability to think long-term and consider the broader implications of decisions and actions. The Tier I-NOC Technician should be able to anticipate future trends and challenges, as well as develop strategies to address them.
Technical Expertise
Having technical expertise is essential for the Tier I-NOC Technician role. They should have a deep understanding of network operations and troubleshooting, as well as knowledge of Cisco routers and switches. This includes staying current with the latest technology and trends in the industry.
Initiative
The Tier I-NOC Technician should be proactive and demonstrate initiative in their work. This includes taking ownership of tasks and projects, seeking out opportunities for improvement, and going above and beyond to meet or exceed expectations.
Foster Innovation
Innovation is key to staying ahead in the ever-evolving technology industry. The Tier I-NOC Technician should have a mindset of continuous improvement and be willing to explore new ideas and technologies. This includes collaborating with others to generate innovative solutions and approaches.
Results Oriented
Being results-oriented means having a focus on achieving goals and delivering high-quality outcomes. The Tier I-NOC Technician should be driven and motivated to meet or exceed performance targets. This includes being accountable for their work and taking responsibility for the outcomes.
Teamwork
Effective teamwork is essential for the success of any organization. The Tier I-NOC Technician should be able to work collaboratively and cooperatively with team members. This includes being respectful of others’ perspectives, contributing to a positive team culture, and actively supporting and assisting others.
Customer Service
Providing excellent customer service is a top priority for the Tier I-NOC Technician. They should have strong interpersonal and communication skills, as well as the ability to empathize with and understand customer needs. This includes being responsive, reliable, and solution-oriented in their interactions with customers.
Work Environment and Physical Demands
Location
The Tier I-NOC Technician position is located in Rockville, Maryland.
Type of environment
The work environment for the Tier I-NOC Technician is an office setting.
Noise level
The noise level in the office setting is medium to high.
Work schedule
The Tier I-NOC Technician may be required to work evening, overnight, weekend, holiday, and on-call shifts. The work schedule is flexible and may include 12-, 10-, or 8-hour shifts between 6:00 PM and 7:00 AM. The technician must be available for 24×7, 365 coverage, and the hours of operation may vary based on business necessity.
Amount of travel
The Tier I-NOC Technician is not required to travel extensively for this position. Less than 10% travel may be required.
Physical Demands
The physical demands of the Tier I-NOC Technician position include using hands to handle, feel, and touch; reaching with hands and arms; talking and hearing. The technician may be required to stand, walk, sit, climb or balance, stoop, kneel, crouch, or crawl. The technician may also need to lift up to 10 pounds frequently, up to 25 pounds occasionally, and up to 50 pounds as needed. Visual requirements include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Authorization/Security Clearance
Must be a U.S. Citizen
The Tier I-NOC Technician must be a U.S. citizen in order to be eligible for this position.
Must successfully pass a drug screening
As a condition of employment, the Tier I-NOC Technician must successfully pass a drug screening.
Active or must be able to obtain Public Trust
The Tier I-NOC Technician must either currently possess or be able to obtain a Public Trust security clearance. This clearance is necessary to access sensitive information and systems.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities
The job description provided is an overview of the responsibilities and qualifications for the Tier I-NOC Technician position. It is not an exhaustive list of all possible duties and responsibilities.
Duties
The specific duties assigned to the Tier I-NOC Technician may vary based on the needs of the organization. The technician may be assigned additional tasks and responsibilities as needed.
Responsibilities and activities may change at any time with or without notice
The responsibilities and activities of the Tier I-NOC Technician may change at any time with or without notice. The technician should be flexible and adaptable to these changes.
Equal Employment Opportunity
In order to provide equal employment and advancement opportunities to all individuals
TekSynap is committed to providing equal employment and advancement opportunities to all individuals. The company does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information, or any other characteristic protected by law.
This nondiscrimination policy extends to all terms
This nondiscrimination policy extends to all terms, conditions, and privileges of employment. It also applies to the use of all company facilities and participation in all company-sponsored activities. Employment actions, such as promotions, compensation, benefits, and termination, are also subject to this policy.
TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers
TekSynap is dedicated to ensuring that its online application process provides an equal employment opportunity to all job seekers. The company is committed to providing reasonable accommodations to individuals with disabilities during the application process. Job seekers who require accommodations can contact hr@teksynap.com for assistance.
If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application
If you require a reasonable accommodation to search for a job opening or to submit an application, please contact hr@teksynap.com for assistance. TekSynap is committed to providing equal employment opportunities to individuals with disabilities and will work with you to provide the necessary accommodations.
In conclusion, the Tier I-NOC Technician is responsible for providing support and resolving network-related issues. They must have a strong technical background and the ability to communicate effectively with customers and team members. The position offers the opportunity to work in a dynamic and fast-paced environment with opportunities for professional growth and development. TekSynap is committed to providing equal employment opportunities and a supportive work environment for all employees.
