Temporary Tier 2 NOC Associate

Job Description

Job Description

TEMPORARY OPPORTUNITY | TULSA

This is a temporary, full-time position supporting SageNet’s Network Operations Center onsite in Tulsa, Oklahoma. The first three weeks will consist of training Monday through Friday from 8:00 AM to 5:00 PM. CST, followed by a regular schedule of Sunday through Thursday from 8:00 a.m. to 5:00 p.m. CT. 

WHO WE ARE
Empowering Connections, Inspiring Possibility

SageNet is a leading managed services provider specializing in connectivity, digital signage, and cybersecurity. Headquartered in Tulsa, OK, with regional offices across the U.S., SageNet connects, manages, and protects technologies and devices across widely distributed enterprises, serving customers in industries such as retail, finance, healthcare, utilities, and energy.

SageNet’s nationwide infrastructure includes 24/7/365 U.S.-based Network and Security Operations Centers, geographically diverse teleports, multiple data centers, a national logistics center, and a nationwide field services organization. The company manages communications for more than 430,000 endpoints across the country.

What makes SageNet unique is its Why: a passion for Trusted Connections. This is a two-fold commitment. First, SageNet delivers secure, reliable, and innovative technological connections for its customers. Second, and just as importantly, the company works tirelessly to build trusted human connections with its customers, partners, and communities. By creating and nurturing these trusted connections, SageNet enhances the world that connects us all.

WHAT YOU’LL DO

As a Temporary Tier 2 NOC Associate on our SageCONNECT team, you will provide technical support to SageNet’s global client base within our 24/7/365 Network Operations Center. You will proactively monitor customer networks, troubleshoot connectivity issues across a diverse range of technologies and network environments, and work with internal and external IT professionals to restore service, implement network configurations, and coordinate hardware replacement when necessary.

In this role, you will take ownership of customer issues, apply established troubleshooting processes, and escalate complex technical issues to Tier 3 when additional expertise is required. As technology continues to evolve, you will have opportunities to expand your technical knowledge and develop the skills needed to support SageNet’s growing portfolio of network technologies.

Major duties and responsibilities:

• Proactively monitor customer networks to identify service-impacting events.
• Troubleshoot network connectivity issues across a wide range of networking hardware and customer environments.
• Resolve connectivity issues by identifying the cause of the problem, determining and implementing the appropriate solution, and following up to ensure resolution.
• Manage inbound and outbound calls and emails within a 24/7/365 NOC environment.
• Utilize SageNet’s internal ticketing system to accurately document customer requests, troubleshooting activities, actions, and resolutions.
• Adhere to established NOC procedures, service expectations, and guidelines set forth by management.
• Provide superior customer service by being courteous, knowledgeable, responsive, and professional.
• Communicate with customers and internal teams at appropriate intervals to set expectations and provide timely updates regarding customer requests and incidents.
• Escalate complex technical issues to Tier 3 and coordinate with other internal teams or external vendors as appropriate to achieve resolution.
• Maintain working knowledge of SageNet’s products, services, systems, tools, and network environments.

WHO YOU ARE

You are a customer-focused network support professional who enjoys troubleshooting technical issues and finding solutions. You are comfortable stepping into a fast-paced NOC environment, managing multiple priorities, and communicating effectively with customers and teammates when issues arise. You bring the technical foundation, adaptability, and reliability needed to quickly contribute to the team while continuing to expand your networking knowledge and skills.

Required Qualifications

• 2+ years of 24/7 NOC experience or equivalent network support experience
• Previous Help Desk, technical support, or technical call center experience
• Advanced PC and laptop software knowledge, including installation, configuration, and troubleshooting
• Understanding of common internet and networking protocols, including TCP/IP and DNS
• Strong customer service, verbal, and written communication skills
• Demonstrated ability to effectively manage and prioritize multiple tasks
• Effective interpersonal skills with the ability to interact professionally with customers, associates, vendors, and other business partners in stressful situations
• Working knowledge of the systems, tools, and processes required to perform assigned responsibilities
• Experience configuring and troubleshooting SageNet products and services or similar network technologies
• Working knowledge of network architecture, including network infrastructure, servers, and network management systems
• Basic understanding of Windows and Unix-based platforms
• Flexibility to work assigned shifts, including holidays, weekends, and nights, on a semi-permanent or rotating basis as required
• High school diploma or equivalent

Preferred Qualifications

• College coursework or technical school education in networking, information technology, computer science, or a related field
• Network+, A+, or CCNA certification
• Fortinet training, certification, or hands-on experience with Fortinet network technologies

WHERE YOU’LL WORK

You’ll work in a fast-paced, collaborative NOC environment where teamwork, communication, and responsiveness are essential. Because the NOC supports customers 24/7/365, flexibility to work varying shifts based on business and customer needs is important.

• This temporary position is expected to work onsite at SageNet’s Tulsa, Oklahoma office
• Work within a corporate business office environment in a secured, key card access NOC space
• Complete the required training schedule, generally Monday through Friday during standard business hours for the first two to four weeks
• Maintain flexibility to work assigned shifts, which may include holidays, weekends, nights, and other schedules on a semi-permanent or rotating basis based on business needs
• Overtime may be available and may also be required by management when necessary to meet business or customer needs.

PHYSICAL REQUIREMENTS

• Ability to remain seated for extended periods while performing computer-based work.
• Frequent use of hands and fingers for typing and operating computer equipment.
• Extended use of computer monitors and other digital systems to analyze network monitoring applications, ticketing systems, technical documentation, and web-based applications.

Training Schedule : Monday thru Friday; 8:00AM to 5PM CST (3 weeks)
Post-Training Schedule:  Sunday thru Thursday; 8:00 AM to 5:00 PM CST Classification*:  Hourly/Non-Exempt
Position Type: Temporary, Fulltime
Travel Requirements:  None
Direct Reports:   No Direct Reports
Safety Sensitive:  No
Assignment Duration: 6 months

Ready to join a team that values trusted connections? Apply now!

Equal Opportunity Employer 
SageNet is committed to a skills-first approach when it comes to hiring. As such, we value merit, qualifications, and business needs when making employment decisions. It is the policy of SageNet to provide equal employment opportunity to all employees and applicants without regard to race, color, sex (including pregnancy, sexual orientation, and gender identity), age, religion, national origin, disability, genetic information, veteran or military status, marital status, or any other legally protected status. SageNet strictly prohibits and does not tolerate discrimination, harassment, or retaliation on the basis of any legally protected status. 

Legal Disclaimer 
This job description is intended to provide a general overview of the position. It is not an exhaustive list of all responsibilities, duties, and skills required. SageNet reserves the right to modify this job description at any time, with or without notice. Employment with SageNet is at-will, meaning that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice. SageNet will provide reasonable accommodations for qualified individuals with disabilities.