NOC Engineer I

UDT is a national technology solutions provider that modernizes, connects, secures, and manages technology environments for commercial enterprises, state and local governments, and educational institutions. The trusted advisor to many of the nation’s top K-12 school districts and corporate leaders across a spectrum of industries including hospitality, health care, financial services and more – UDT offers one of the most robust suites of customizable, end-to-end technology solutions in the industry. With a portfolio that spans IT managed services, endpoint lifecycle solutions, cybersecurity, networking, computing, cloud, connectivity, and voice services, UDT helps clients align technology with their most important business priorities – empowering insight-driven IT strategies that accelerate innovation, streamline costs, and reduce risk. Founded in 1995 and headquartered in Miramar, Florida, UDT has more than 400 professionals nationwide and growing operational facilities in Florida, Tennessee, Texas, and South Carolina. For more information, visit udtonline.com.This is a full-time office-based position, located in Tampa, FLApplicants must reside within daily commuting distance Tampa, FL to be considered.NOC I EngineerSummaryNOC Engineer I will provide first level technical support and services and is responsible for analyzing, installing, configuring, maintaining and repairing network infrastructure and application components. Responsibilities also entail support for IT Service Management technological equipment and software including but not limited to: workstations, servers, printers, and vendor specific hardware and software especially where related to network connectivity. This position is responsible for leading the Network Operation Center (NOC) support, service operations, quality control, maximized performance resolution, hardware and software installation and maintain within Service level Agreements to ensure services and support are being met and delivered in a consistent manner to clients. The NOC Engineer I is also responsible for the proactive monitoring, hardware and software trending, scheduling follow-ups, reporting and registering of incidents/requests communicated by the clients. ResponsibilitiesResponsible for resolving and supporting within the NOC via remote control solutions and on-site client support of low/medium complexity incidents (pertaining to but not limited to: WAN and LAN connectivity, routers, firewalls, and security) as well as service requests, perform escalations, generate daily tickets for the services and support provided.Support disaster recovery solutions and executes Severity/Crisis Management process with communication to IT department, and other departments including management, vendors and clients during a planned or unplanned outage. Informs management and key client personnel of operational and procedural deficiencies when encountered during shifts or from problem management issues. Performs remote access solution implementation and support (VPN, Terminal Services, and Citrix), remote monitoring and management of system alerts/notifications, proactive services and support by investigating, tracking, monitoring and document all departments/sites for nonfunctioning devices, perform repairs and routine maintenance of hardware and software, scheduling and documenting all support activities, completion of ticket registering daily which includes the following but not limited to escalations, resolutions and departmental/customer follow ups.Provides support on escalated client communications and ensures a rapid decision response, perform investigative analysis while providing accurate, thorough answers in a timely manner to customer inquiries.Interface with client’s executives, technical representatives, other technology services department/personnel, UDT partners, and all levels of UDT employees to ensure that operational procedures, accurate escalation processes, timely document registration within UDT’s Professional Service Automation (PSA) tool and status updates are performed and streamline workflow is maintained to ensure customer satisfaction. Works with clients/vendors to resolve technical problems in the most effective and expeditious manner, collaborate to implement practices to improve operations. Collaborates with management in the implementation of programs incorporating changes to methods, systems and procedures. Participate in discovery sessions with prospects and customers to gather and understand their technical and functional requirements. Maintain satisfactory consistent resolution of customer service level agreements and improve customer service, perception, and satisfactionWork with the Service Desk Dispatcher to ensure requests are routed/escalated to the proper resource in a consistent manner Responsible for entering all work as service tickets, time and expenses in UDT’s Professional Service Automation (PSA) toolDesign and deploy company LANs, WANs, and wireless networks, including servers, routers, firewalls, load balancers hubs, switches, UPSs, and other hardwareConfigures, tests, and maintains LAN/WAN equipment and related servicesIdentifies, diagnoses, and resolves network problemsArchitecting, creating, managing and maintaining Network, Server and PC health for clients (as defined by SLA)Managing existing and deploying new system configurations, including Windows Server, Virtualization Systems, Mobile Devices, Mobile Platforms and Desktops (Windows and MAC)Provide formal corporate communications on directional changes or changes that will impact existing servicesSelect and implement security tools, policies, and procedures in conjunction with the company’s security teamMonitor and maintain all levels of network security internally and externallyCreate and maintain comprehensive documentation for all implemented networksQualifications & Experience Must be extremely customer and team focused. Willing to put the customer first and ensure they are engaged regularly. Be a productive, educated, advocate for the team and UDT, utilizing your past experience to provide the highest quality support possible.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. ConnectWise or similar is a plus.Experience with voice technology like PBX, VoIP, POTS, or PSTN preferred.Demonstrated ability to manage multiple demanding activities in a high performing department, resolving multiple complex engineering items through interactions with team members, phone calls, ticketing system and e-mail. Proficiency in MS Office Suite.EducationA bachelor’s degree in information technology or business is preferred and/or a combined technical certifications and job experience is required.A current Cisco CCENT or CCNA certification is preferredA current Fortinet FCE or FCA (NSE 3 or NSE 4) certification is preferred Certifications such as ITIL Foundations or other equivalent technical certifications is preferred. Any other certifications or professional development units (PDUs) are a plus.Travel• Must be able to travel as needed to Corporate Headquarters in Miramar FL or customer locations as requestedWorking ConditionsReporting into the office with some optional remote working options available. Office setting with sitting for extended periods of time.Ability to lift 25lbWhat UDT offers youWe offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to the organization. UDT’s Total Rewards package includes medical, dental, vision, life and disability coverage as of the 1st of the month, health savings accounts, flexible savings accounts, 401(k) plan with company match, 7 annual holidays and flexible time off options.Join us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status